Prelim ยท 1 month ago
Customer Experience Associate
United States
Full-time
Remote
New Grad, Entry Level
$90K/yr - $110K/yrPrelim is a fast-growing, remote-first startup revolutionizing how financial institutions onboard and serve their customers. The Customer Experience Associate will manage relationships with banking clients, ensuring effective platform usage while driving retention and satisfaction.
Computer Software
No H1B
Responsibilities
Manage a portfolio of live banking clients, conducting regular check-ins and maintaining strong relationships with stakeholders from operations staff to executives
Handle support escalations and troubleshoot platform issues, often jumping on calls to resolve urgent problems in real-time
Lead contract renewal negotiations and identify upsell opportunities, working with sales to expand existing accounts
Coordinate with product and engineering teams to advocate for customer feature requests and bug fixes
Train bank employees on platform usage and best practices during and after implementation
Manage support ticket flow and ensure timely resolution of customer issues
Plan and execute customer events, including annual summits and user conferences
Step in to support implementations during resource crunches, helping with configuration and project management
Create and maintain release notes, keeping customers informed of platform updates
Navigate difficult customer relationships and de-escalate tense situations while protecting the team
Qualification
Required
Exceptional relationship-building skills with the ability to manage multiple stakeholders
Strong problem-solving abilities and technical aptitude to troubleshoot platform issues
Grace under pressure, you stay calm when dealing with frustrated customers and urgent escalations
Excellent written and verbal communication skills
Ability to juggle multiple priorities and context-switch throughout the day
Proactive mindset, you identify and address issues before they become problems
Genuine care for customers and willingness to go above and beyond
Legally authorized to work in the United States and located within the continental United States
Preferred
Experience in financial services, banking, or fintech
Background in B2B SaaS customer success or account management
Technical skills to understand platform functionality and integrations
Experience with contract negotiations and renewals
Company
Prelim
Prelim helps automate deposit, treasury services, and lending onboarding for U.S. banks and credit unions.
Founded in 2017
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase