Director, Client Experience

Q2 currently has an opening for a Director, Customer Experience who will coach and guide Customer Experience Managers to ensure that Q2 customers are satisfied with company products and services and have an overall positive experience. The Director will work closely with the Customer Success leadership team as well as other areas of Q2 to attain the ideal customer experience and ensure customer satisfaction.  

• RESPONSIBILITIES: 

• Coach CEMs to ensure proficiency in identified activities such as regularly scheduled operations calls, site and system reviews, and customer success planning run jointly with our Customer Success Manager partners 

• Maintain clear communication and a shared plan of customer service with Customer Experience Management (CEM) 

• Train new Customer Experience Managers (CEMs) based on outlined training schedule; ensure each new staff member is prepared to meet the responsibilities of their role as a CEM 

• Lead in developing new or strategic processes and activities to assist in creating deeper relationships with our customers 

• Ensure CEMs follow the Customer Engagement Program and adhere to the Customer Engagement Lifecycle, our guide to achieving customer success 

• Assist CEMs with prioritization and/or escalation of Implementations projects to ensure highest customer experience and satisfaction  

• Develop relationships across the organization that will assist the CEMs in escalating high priority issues 

• Review Customer Satisfaction Survey Responses for each CEM and coach on improvements as needed 

• Monitor the logging of proactive activities to ensure CEMs are achieving their goals 

• Assist in the identification of beta and early adopter customers for upcoming Product and Feature releases 

• Represent Q2 at customer events and Customer User group sessions, as needed or assigned 

• Work closely with other teams within Q2 to develop clear communication paths and assist with identifying process improvements 

• Serve as escalation point for CEMs as needed 

• Meet with customers as needed to resolve escalations or enhance customer relationships 

• Conduct performance reviews, bi-weekly 1X1’s, etc. as outlined by Q2 Human Resources 

• Design, monitor and otherwise implement any required Performance Improvement Plans (PIP’s) for CEMs identified as underperforming 

• Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to 

• KNOWLEDGE AND SKILLS: 

• 7 - 10 years’ Business to Business or Business to Consumer relationship management or Customer Service experience 

• 3 – 5 years’ supervisory or management experience or equivalent leadership experience 

• Financial services experience preferred 

• Proven results in metrics-driven customer advocacy and satisfaction environment 

• Proven relationship-building skills and experience maneuvering internally within a large corporation and externally within a customer organization 

• Working knowledge of Salesforce, Jira, and SharePoint applications 

• Strong presentation skills 

• Articulate, thorough, and process-minded individual 

• Strong attention to detail 

• Ability to travel 

• #LI-Remote

• #LI-TG1