Senior Customer Success Manager

RESPONSIBILITIES: 

• Understand and guide financial institution (FI) digital strategies across retail and commercial banking, including both lending and treasury management functions 

• Deepen relationships with customer base, developing executive contacts across the organization 

• Analyze customer problems, needs, and requirements, and then position Q2 products and services to resolve/meet them 

• Plan and lead quarterly business reviews, tying customer strategies to presentation content, sharing Q2 roadmaps, and providing relevant industry knowledge to help meet customer growth objectives 

• Lead monthly strategic calls with executives, ensuring Q2 is meeting the expectations of the FI and that we are perceived as a partner vs. a vendor 

• Lead contract renewal negotiations for assigned accounts 

• Leverage effective sales methodologies to forecast and build a strong lead pipeline 

• Identify opportunities and cross-sell additional Q2 products to established customer base 

• Provide product information to customers on regular cadence to drive customer interest and showcase Q2 innovation 

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

• Provide input to Product Management on recommended enhancements based on customer feedback 

 EXPERIENCE AND KNOWLEDGE:  

• 12+ years' Business to Business or Business to Consumer sales and relationship management experience  

• Proven executive relationship building skills, including ability to drive organizational needs-assessment, and experience maneuvering within C-level structure of a large account 

• Digital Banking experience required, either at an online banking service provider or running online banking at a bank or credit union 

• Experience with both consumer online banking and commercial treasury management/payments strongly preferred 

• Deep understanding of digital financial strategies and market dynamics 

• Proven results in meeting/exceeding satisfaction and sales targets, including renewals, cross-sales, and metrics-driven customer advocacy/satisfaction 

• Interest in financial technology and software 

• Lifelong learner with desire to continually delve into and further develop understanding of new digital and fintech offerings 

• Proven ability to work effectively remotely, and willingness to travel as needed 

• #LI-Remote

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