Silvur

Customer Success Manager

• Serve as a partner contact for Silvur’s digital education and data platform across active credit union partners
• Design and deliver scalable training programs for credit union staff, in-branch teams, and executive stakeholders
• Build repeatable enablement materials, playbooks, and resources for a large partner portfolio
• Support 30+ credit union partners with product questions, support escalations, and program optimization
• Build quarterly business reviews and materials for proactive partner check-ins
• Identify opportunities to deepen product usage within existing accounts
• Launch and support new partner onboarding from kickoff through full program deployment
• Coordinate project timelines, training delivery, and onboarding documentation across internal and partner teams
• Build an AI-first delivery model and automations using Claude and ChatGPT
• Establish and monitor referral tracking, engagement metrics, and product utilization data
• Surface insights and trends and translate partner feedback into product and process recommendations
• Partner with operations, product, and marketing teams to improve member outcomes and influence the product roadmap
• Thrive in a 0→1 environment by developing processes in ambiguous situations

Client Success Specialist, Platform Partnerships

• Serve as day-to-day point of contact for credit union partners
• Answer product questions, resolve escalations, and keep programs on track
• Manage partner relationship health through proactive check-ins and responsive support
• Run recurring meetings and executive business reviews
• Identify opportunities to increase product usage and referral volume
• Become an expert on Silvur’s Insurance platform
• Design and deliver training for credit union staff and in-branch teams with local Silvur Insurance agents
• Build repeatable enablement materials, playbooks, and resources
• Track referral activity, engagement, and product utilization
• Use data to prioritize engagement and surface insights and trends
• Translate partner feedback into product and process recommendations
• Collaborate with operations, product, and marketing teams
• Support onboarding of new partners from kickoff through deployment

Client Success Specialist, Insurance Partnerships

Account Manager

• Serve as the named technical contact across Silvur's credit union partner portfolio
• Attend partner meetings with technical agenda items
• Translate between credit union IT staff and Silvur's engineering team
• Support Success and Sales teams on technically oriented conversations
• Provision and maintain partner accounts and access, including SFTP users, directories, SSO configuration, API credentials, and sending domain records
• Own member file relationships, including file specifications, test exchanges, field mapping, and malformed or late file diagnosis
• Diagnose issues using monitoring and logs and escalate code-related causes to engineering
• Configure and troubleshoot SSO across Alkami, Banno, Candescent, and other digital banking platforms
• Own SPF, DKIM, and DMARC configuration and DNS delegation discussions for partner sending domains
• Complete security questionnaires and vendor assessments
• Explain SOC 2 controls, data handling, encryption posture, and access model
• Work with Legal & Compliance on formal representations
• Onboard new partners from contract to live members through security review, data exchange setup, SSO configuration, email authentication, and launch verification
• Create a security questionnaire response library
• Create a partner integration guide covering data flows, file specifications, SSO patterns, and email authentication requirements
• Create an architecture and data-handling deck

Client Success Specialist, Platform Partnerships

Client Success Specialist, Insurance Partnerships

Technical Partner Manager