[Hiring] Senior Implementation Consultant @Branch

Role Description

As a Senior Customer Success Manager at Branch, you will manage onboarding and ongoing operational initiatives for some of our most strategic customers and partners. You will act as the subject matter expert of the relationship, be the go-to technical advisor for customers, and collaborate with various stakeholders to deliver world-class solutions and experiences. The right candidate will have experience leading enterprise-level engagements, managing the work of cross-functional project teams, and solving a variety of complex technical and operational problems.

• Serve as a customer’s go-to technical advisor, owning day-to-day project management and escalation for an assigned book of business.
• Act as the subject matter expert of the relationship and be willing to understand all facets of the partnership, from both business and technical perspectives.
• Manage the overall project charter, collaborating with various stakeholders from Sales, Account Management, Marketing, Product, Engineering, Success, Risk, and Support to deliver world-class solutions and experiences.
• Maintain highly organized and comprehensive internal and external documentation.
• Provide regular project updates to key stakeholders and executive management.
• Participate in relevant client-facing meetings with key stakeholders, steering and influencing where necessary.
• Negotiate customer requests while balancing needs with system capabilities, business impact, resources, and timelines.
• Engage with technical stakeholders to solution, document, test, and deploy various integration workflows and configurations.
• Partner with Account Management to continuously improve customer health, identify and execute on growth opportunities, participate in regular Executive Business Reviews, and align solution, servicing, and commercial needs as relationships evolve.

Qualifications

• 3-5 years of experience in enterprise project management, leading complex, cross-functional projects.
• Experience in designing, testing, and deploying integrated solutions, with a technical understanding of APIs, webhooks, and deployment best practices.
• Strong verbal communication and interpersonal skills, with the ability to communicate effectively with both technical and non-technical stakeholders.
• Highly detailed in internal and external documentation, with a focus on maintaining accurate and comprehensive records.
• Detail-oriented with the ability to think strategically and anticipate potential issues and risks.
• Proven experience in developing and implementing new processes, best practices, and supporting resources to drive repeatability and operational efficiency.
• Ability to solve complex technical and operational problems, with a strong focus on delivering exceptional customer experiences.

Requirements

• Financial, FinTech, HR industry experience.
• Experience in customer success, account management, or consulting.
• Familiarity with various project management tools.
• Understanding of data analysis and reporting tools.

Compensation

The salary range for this role is $105-120k. The salary range displayed reflects an average base salary range for the position across all the U.S. The base salary offered to an applicant could be higher or lower based on each applicant's specific skill set, depth of experience, relevant education or training, etc.

Location

This position is classified as REMOTE within the United States of America. We are unable to hire candidates located outside of the domestic U.S.

Benefits

• Market-leading medical, dental, and vision insurance.
• Stock options.
• Free Premium-Tier Origin Financial Wellness subscription.
• Monthly home-office stipend.
• 401k (TransAmerica).
• 12-weeks paid parental leave for birthing and non-birthing parents.
• Flexible time off + sick and safe time.
• 11 paid company holidays.

Company Description

A remote-first company with employees located throughout the U.S., Branch emphasizes transparency, accountability, and trust to create a collaborative environment where our product, engineering, marketing, customer support, customer success, and sales teams can all thrive together. Our collaborative spirit has helped us become an award-winning fintech company, with Branch’s innovation and workplace recognized across industries.