Our Purpose: At Strum Platform, our mission is to unveil the hidden potential of data insights, with a primary focus on enriching people's lives through wider financial service inclusion. With roots in financial marketing and data-driven strategies, we are primed to usher in the next wave of innovation in marketing technology and streamlined brand experiences.
About Us: Strum Platform envisions its cloud-based Customer Data Platform (CDP) to be the cornerstone of tomorrow's financial world. We aim to arm financial leaders with the tools to transform data into actionable insights, enhancing brand experiences and boosting members' financial well-being.
Our Values
· Curiosity
· Determination
· Understanding
· Passion for impact
Position Overview:
At Strum Platform, exceptional client experience is how we show up throughout the entire client relationship.
The Client
Experience & Relationship Specialist serves as a primary day-to-day relationship partner for an assigned portfolio of clients, helping them feel supported, informed, valued, and successful from implementation through their ongoing partnership. Reporting to the Client Experience & Relationship Manager, this role independently manages client communication, meetings, project coordination, relationship health, and adoption while connecting clients with the right internal resources.
This is more than account management. The Specialist is expected to understand each client's goals, challenges, people, and priorities and use that knowledge to create a proactive, thoughtful, and highly personalized client experience.
Primary Responsibilities:
Client Relationships & Engagement
· Build trusted relationships with assigned clients and understand their goals, priorities, and desired outcomes.
· Maintain proactive communication so clients understand status, next steps, ownership, and expectations.
· Prepare for and facilitate recurring client meetings, including agendas, action items, and follow-up.
· Identify concerns or relationship risks early and coordinate the appropriate response.
· Look for opportunities to make clients feel known, valued, and appreciated.
Implementation & Project Coordination
· Support clients through implementation, onboarding, go-live, and the transition into their ongoing relationship.
· Coordinate across internal teams to maintain continuity and clear ownership.
· Maintain accurate project information in Rocketlane, including milestones, tasks, dependencies, risks, and deliverables.
· Proactively follow up on overdue tasks, blockers, and commitments.
· Help clients move toward meaningful adoption and measurable value.
Client Health, Adoption & Advocacy
· Monitor client health, engagement, adoption, support concerns, and potential risks.
· Connect client goals with relevant Strum Platform functionality, training, services, and resources.
· Represent the client's perspective internally and ensure feedback reaches the appropriate teams.
· Identify recurring feedback and opportunities to improve the client experience.
· Help clients navigate Strum Platform without requiring them to determine who internally owns an issue.
Communication & Internal Coordination
· Communicate clearly, warmly, and proactively with clients.
· Translate technical or complex information into language clients can easily understand.
· Set clear expectations and provide updates when issues are being resolved.
· Partner with the Client Experience & Relationship Manager on strategy, risks, and escalations.
· Coordinate across internal teams and ensure commitments are followed through to completion.
· Maintain accurate client notes and relationship information in internal systems.
What Success Looks Like:
· Build trusted client relationships.
· Independently manage day-to-day client communication and meetings.
· Keep clients informed about status, ownership, and next steps.
· Identify risks before they become escalations.
· Increase client engagement, adoption, and value.
· Consistently follow through on commitments.
· Coordinate effectively across internal teams.
· Demonstrate increasing autonomy and readiness for more complex relationships.
· Contribute to client retention, satisfaction, advocacy, and long-term partnership.
Knowledge, Skills & Requirements:
· Experience in client success, relationship management, account management, implementation, project coordination, or a similar client-facing role.
· Ability to manage multiple clients, projects, and priorities simultaneously.
· Strong meeting facilitation, project coordination, and written and verbal communication skills.
· Experience with project management and CRM systems; Rocketlane and HubSpot experience preferred.
· Ability to communicate technical or complex concepts to nontechnical audiences.
· Experience in SaaS, fintech, financial services, marketing technology, or another complex technology environment preferred.
· Experience with banks or credit unions is highly valuable.
Who We're Looking For:
Someone who builds relationships naturally, takes ownership, stays relentlessly organized, and communicates proactively. They listen beyond the immediate question, recognize risks early, create clarity, and follow through. They are comfortable learning technology, navigating ambiguity, coordinating across teams, and taking increasing ownership of client relationships. Most importantly, they genuinely care about creating an exceptional client experience.
Compensation & Benefits:
· Full-time and remote role
· Base salary: $60,000.00-$75,000.00
· Health, dental, vision, disability, life insurance and 401(k) with company match
· Paid time off and holidays
EEO Statement: Strum is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, pregnancy-related conditions, and lactation), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances. Strum’s management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, access to facilities and programs, and general treatment during employment.