Senior Client Experience Manager

As passionate about our people as we are about our mission.

What We’re All About:

Q2 is proud of delivering our mobile banking platform and technology solutions, globally, to more than 22 million end users across our 1,300 financial institutions and fintech clients. At Q2, our mission is simple: Build strong, diverse communities by strengthening their financial institutions. We accomplish that by investing in the communities where both our customers and employees serve and live.

What Makes Q2 Special?

The Job At-A-Glance:

Q2 is seeking a Senior Customer Experience Manager who will work closely with the Customer Success Manager overseeing the day to day relationship with customers ensuring satisfaction within company projects and services, along with focusing on adoption of Q2’s products and services. In addition, the CEM will ensure that schedules and budgets are met accordingly to contractual agreements while working with the customer to cultivate future projects and qualify new opportunities. The CEM will also consult with other team members (project management, services, support, customer care) to be sure mutual objectives are met.

A Typical Day:

• Applies company practices and procedures in analyzing and resolving customer situations.
• Works on complex issues where analysis of situations or data requires in-depth evaluation of variable factors. Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results.
• Networks with key contacts outside own area of expertise.
• Advanced knowledge in assisting and advocating for customer completion of Project Workbooks, RFQs and Pre-Qual docs.
• Assigned to larger, more complex, high visibility, strategic and tactically important customers.
• Build and maintain respectful and collaborative relationships with new and existing customers, as assigned.
• Participate in a scheduled weekly call with assigned Customer Success Manager(s) (CSM). Review plan for the week or coming week. Be familiar with Success Plans and Territory Plan and support those plans as needed.
• Maintain clear communication and a shared plan of customer service with assigned CSM(s).
• Vet/Research/Document any Enhancement/Custom Code/Professional Services requests with customers and provide estimate of hours and details to the CSM for sales orders. Monitor coordination with any Development work required to ensure project timeliness. Assist CSM with Enterprise Projects (mergers, acquisitions, core conversions).
• Monitor delivery of Implementations projects to ensure highest Customer Satisfaction. Participate in periodic Implementation updates on Net New projects as available.
• Complete Site and System reviews for Q2 customers and coordinate with CSM on required follow up once the review is complete.
• Support Case Review – As needed review of Support tickets as a preventative measure against escalations. Work with Support Management on tickets that need to have immediate attention for best Customer Service.
• Respond to more technical questions about system functionality from Q2 customers. Be familiar with Product roadmap and advise customers with questions on future developments.
• Provide/assess Uptime reports and Support Case closure and aging reports to CSM’s as needed for customer calls and customer visits
• Maintain Customer Engagement Program: Participate in regularly scheduled and as needed calls with assigned customers. Participate in in-person meetings with customers as appropriate.
• Assist in the identification of beta and early adopter customers for upcoming Product and Feature releases. Serve as liaison for beta and Meta projects as needed.
• Provide demos and/or training for customers as needed and in support of cross-sale efforts. Secure assistance from Solutions Consulting or Q2 Training as needed.
• Ensure that customer’s issues are dealt with efficiently by the other areas of Q2, as needed and inform Management of significant issues.
• Provide contract renewal assistance to the CSM for assigned accounts.
• Coordinate, as needed, with vendor partners to address customer requests.
• Participate in cross-sell campaigns as identified by Management.
• Represent Q2 at customer events and Customer User group sessions, as needed or assigned.
• Provide input to Product Management on enhancements and new releases, including support of commercialization projects as needed. Identify product gaps and provide soft recommendations.
• Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to
• Support efforts to secure customer interest and attendance in Q2 events (User Group, Customer Conference, Collaboration, etc.).
• Support efforts to maintain customer reference ability.
• Assist with maintaining accurate customer data in SalesForce.
• Back-up RM when out of office.

Bring Your Passion, Do What You Love. Here’s What We’re Looking For:

• 9+ years of Business to Business or Business to Consumer relationship management or Client Service experience.
• CEM Mission: Provide our customers with a competitive advantage and differentiated experience through engagement with Q2 that is focused on each customer’s success. 
• Q2, banking or banking software experience required.
• Proven results in direct or support of cross-sales quota and 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.
• Applies company policies and procedures to resolve routine issues.
• Exceptional level of knowledge of company products and services and may be tasked with introducing new products.
• Articulate, thorough, and process-minded individual
• Ability to travel up to 20%.

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Health & Wellness

• Hybrid & Remote Work Opportunities

• Flexible Time Off

• Career Development & Mentoring Programs

• Generous Retirement Benefit Plans, including a company-matching HSA program.

• Health & Wellness Benefits, including a 12-weeks of parental leave for eligible new parents

• Community Volunteering & Company Philanthropy Programs

• Employee Peer Recognition Programs – “You Earned it”

How We Give Back to the Community:

You can learn more about our Q2 Spark Program, Q2 Philanthropy fund, and our employee volunteering programs on our Q2 Community page. Q2 supports dozens of wide-reaching organizations, such as the African American Leadership Institute, Code2College, and YearUp, promoting diversity and success in leadership and technology. Other deserving beneficiaries include Resource Center helping LGBTQ communities, JDRF, and Homes for our Troops, a group helping veterans rebuild their lives with specially adapted homes.

At Q2, our goal is to be a diverse and inclusive workforce that fosters mutual respect for our employees and the communities we serve. Q2 is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.