Senior Customer Experience Manager

RESPONSIBILITIES:

• Builds and maintains respectful and collaborative relationships with new and existing customers as assigned 
• Builds positive working relationships internally
• Applies company practices and procedures in analyzing and resolving customer needs
• Maintains clear communication and a shared plan of customer service with assigned Customer Success Manager (CSM)
• Maintains familiarity with CSM Account Plans and Territory Plans and supports those plans as needed
• Onboarding customers from Implementations into Support as well as onboarding new customer contacts
• Reviews Support tickets as a preventative measure against escalations; works with Support management on tickets that need to have immediate attention for best customer service
• Leads a regularly scheduled call with each customer; reviews operational objectives while providing updates on resolved items (Identify cadence)
• Assists and advocates for customer completion of project prerequisite workbooks, requests for quote on custom development, slotting and project planning 12 – 18 months in the future
• Monitors delivery of Implementations projects to ensure highest customer satisfaction; participates in kickoff calls and periodic updates as needed
• Vets, researches, and documents any enhancement, custom code, or professional services requests with customers and provides estimate of hours and details to the CSM for sales orders; monitors coordination of any Development work required to ensure project timeliness; assists CSM with scoping Enterprise projects (mergers, acquisitions, core conversions)
• Assist with scoping and completion of workbooks required for Enterprise Projects (core conversions and mergers/acquisitions, DR, etc)
• Coordinate Advisory Services Engagements by determining when this type of engagement might be beneficial, scoping out the type of engagement needed and pulling in the team as appropriate
• Completes site and system reviews for Q2 customers to promote best practice and enhance experience with the product
• Complete a Solutions Blueprint Review to identify products and features for the customer to utilize
• Provide best practices and tips for customers (“Did You Knows)
• Responds to technical questions about system functionality; is familiar with product roadmap and advises customers with questions on future product developments
• Ensures that customer issues are dealt with efficiently and informs management of issues requiring escalation
• Identifies At-Risk customers and determine remediation plan j(i.e. customers to be placed on the Critical Accounts List) provides customer sentiments and helps manage improvements
• Communicate company-wide initiatives, product deprecations, roadmap deliverables (i.e. Shape, Console, Push Notifications, Mobile Thumb Bar and Quick Balance, SendGrid , EWC, Acculynk Sunset, SDE Depreciation,)
• Assist with fraud issues
• Provides contract renewal assistance to the CSM for assigned accounts
• Coordinates, as needed, with vendor partners to address customer requests
• Provides input to Product Management on enhancements and new releases, identifies product gaps and provides recommendations
• Monitor and supports efforts to secure customer interest and attendance in Q2 events (User Group, CBANC, Client Conference, Collaboration, etc.)
• Obtains Customer Experience Rating (VOC) and provides updates in SF
• Supports efforts to maintain customer referenceability
• Assists with maintaining accurate customer data in SalesForce

Follows the Customer Engagement Program and adheres to the Customer Engagement Lifecycle, our guide to achieving customer success

EXPERIENCE AND KNOWLEDGE:

• 8+ years of Business to Business or Business to Consumer relationship management or Customer Service experiences
• Q2, banking or banking software experience preferred
• Proven results in direct or support of cross-sales quota and metrics-driven customer advocacy and satisfaction environment
• Advanced knowledge in assisting and advocating for customer completion of Project Workbooks, RFQs and Pre-Qual docs
• 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
• Travel up to 10% during normal business times
• #LI-Remote

  #LI-TG1

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.