Customer Experience

Prelim; San Francisco, Northern (CA, KY); Hybrid; USD 80,000 - 120,000; Full time

Benefits offered by this job

Equity

Sponsored 401K

Parental Leave

Health Insurance

Vision Insurance

Dental Insurance

Unlimited PTO

Remote Work Stipend

Lifestyle Stipend

Company Offsites

Job summary

Prelim, a remote-first startup modernizing onboarding for banks, seeks a Client Strategy Analyst to support live banking clients. You’ll be a trusted partner, helping institutions operate, troubleshoot, and scale the Prelim platform after go-live.

In this role you’ll coordinate with bank stakeholders and Prelim product, engineering, and sales teams to ensure successful implementations, proactive issue resolution, and clear communications about timelines and outcomes across diverse client

Qualifications

• Customer-focused analyst supporting live banking clients.
• Able to diagnose issues and propose practical solutions.
• Strong ability to communicate with non-technical stakeholders.
• Experience coordinating across product, engineering, and sales teams.

Responsibilities

• Manage a portfolio of live banking clients post go-live.
• Conduct regular check-ins with bank stakeholders.
• Develop and maintain customer workflows and configurations.
• Handle support escalations and troubleshoot platform issues.
• Collaborate with product and engineering on bug investigations.
• Guide customers through platform capabilities and best practices.
• Support strategic implementations during resource crunches.
• Analyze product releases and communicate impact to customers.
• Navigate complex relationships and de-escalate high-stakes situations.

Skills

Customer-facing

Stakeholder management

Analytical thinking

Scripting language

Written and verbal communication

Organizational skills

Job description

Transform how banks serve their customers

Prelim is modernizing how financial institutions onboard and serve their customers. Our platform powers critical banking operations for institutions across the world, from community banks to multi-billion dollar financial institutions. We're a fast-growing, remote-first startup on a mission to make banking more accessible for everyone.

Why We’re Looking for You

We’re looking for a Client Strategy Analyst to support our growing portfolio of live banking clients. In this role, you’ll act as a trusted partner to financial institutions after they go live, helping them successfully operate, troubleshoot, and scale their use of the Prelim platform.

This role sits at the intersection of customer success, problem-solving, and internal coordination. You’ll work closely with bank stakeholders, as well as Prelim’s product, engineering, and sales teams.

What You’ll Do

• Manage a portfolio of live banking clients as their trusted partner after go-live
• Conduct regular check-ins and maintain strong relationships with stakeholders from bank operations staff to executives
• Develop and maintain customer workflows & configurations to align with each institution's goals
• Handle support escalations, troubleshoot platform issues, and make adjustments on live calls with financial institutions
• Partner closely with product and engineering teams to investigate bugs, advocate for customer needs, and communicate resolution timelines
• Manage support ticket flow to ensure timely resolution of customer issues
• Educate and enable bank employees on platform capabilities and best practices during and after implementation
• Step in to support strategic implementations during resource crunches, helping with configuration and project management
• Analyze, synthesize, and communicate product releases to customers
• Navigate complex customer relationships and de-escalate high-stakes situations while protecting the team

What We’re Looking For

• Exceptional customer-facing instincts and the ability to manage multiple stakeholders effectively
• Strong analytical aptitude and a structured approach to diagnosing and solving problems
• Technical skills in a scripting language
• Grace under pressure, you stay calm during escalations or high-stakes customer situations
• Excellent written and verbal communication skills, especially when explaining complex topics to non-specialist audiences
• Strong organizational skills and comfort managing multiple priorities and accounts
• 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

About Prelim

Prelim is a San Francisco and New York City-based startup that operates with fully remote positions across the US, helping banks onboard their customers.

Our platform is designed to streamline the account opening process for both consumers and businesses, accelerating speed-to-market and enhancing the customer experience for financial institutions.

If you’re excited to help shape the future of the banking industry, we are seeking individuals who are driven, ambitious, and eager to make a real impact in a traditional industry ready for technological innovation.

• We offer equity, a sponsored 401K, parental leave, and fully paid health, vision, and dental insurance.
• Additional benefits include unlimited PTO, a remote work stipend, a life-style stipend, and twice-yearly company offsites.

Prelim values diversity and inclusion; people of all backgrounds are welcome to join our mission to transform banking.