Senior Engagement Manager

Oversees the execution of the overall bidding process regarding large, complex issues including IT services, solutions, design, or manufacturing services. Responsible for assembling required resources/skills to develop proposal content. Manages the preparation of bids, proposal content, conformance to Request for Proposal (RFP) requirements, customer liaison and business partner/vendor coordination. Selects, develops, and evaluates personnel to ensure the efficient operation of the function. Incumbents who do not manage employees or the function should be matched to Engagement/Proposal.

The Q2 Premier Services team has a new career opportunity available for a Senior Engagement Manager. This key individual will be responsible for leading, guiding and owning multiple complex, large transformation engagements and ensuring client success, which includes ensuring business objectives and outcomes are met, overseeing end to end successful delivery of multiple large programs, delivery of financial metrics around program portfolio and managing client relationships and escalations. In addition, this position is responsible to assist in cross sell, up sell, driving CSAT, SME knowledge & best practices across the entire Consulting & Delivery practice.

The ideal candidate will have previous experience within the financial services industry, direct experience within previous partner/customer Enterprise Software operations, managed executive engagement, presentation and communications, and possess a strong consultancy acumen.

Responsibilities:

• Seamlessly orchestrate all aspects of the client's experience lifecycle from Strategy Alignment to Management consulting including Custom Development & Delivery (Premier Services Delivery), Hosting and Support.

• Responsible for ensuring high customer satisfaction across their entire Q2 experience, engagement renewal, reference-ability and Q2 contract renewal

• Executes and manages the E2E engagement model that produces success for Premier/Enterprise customers.

• Engage in regular cadence communications with customers to coordinate current and upcoming projects.

• Pro-actively identify “at-risk” customers and develop strategies with internal teams, management and Executive Leadership Team to ensure customer retention.

• Responsible for detailed delivery reviews, feedback, quality, risk mitigations, mentoring and guidance across multiple programs and guiding the teams across risks, issues, and roadblocks.

• Responsible for solving customer escalations by analyzing the issues, doing root cause analysis, managing multiple stakeholder expectations, and bridging gaps.

• Collaborates with Delivery Managers, Program Resource Manager and PMO Manager on staffing projects effectively, resource management and feedback, bookings, hiring plans and skills development.

• Facilitates all negation efforts with customers surrounding contracts agreements.

• Collaborates and manages with Sales on SOWs, estimation reviews and approvals, best practices in sales/delivery collaboration and process improvements in sales/delivery collaboration.

• Thinks and acts critically to ensure relevance of services to meet changing client and industry needs

• Understands the client’s short- and long-term strategy goals. Build a plan to integrate Premier Services and the client goals.

• Manages project proposals, timelines and deliverable for engagements from proposal through implementation in conjunction with the Services Delivery team

• Represents the client voice to internal cross-functional teams including Sales, CSM, Support and Product teams.

Qualifications:

• Typically requires a Bachelor’s degree and a minimum of 12 years of related experience; or an advanced degree with 8+ years of experience; or equivalent related work experience.

• Excellent problem-solving and consultative capabilities

• Domain knowledge and industry awareness of market operations, Middle Office, Asset Servicing, reference data and compliance, risk, and finance

• Excellent client facing skills in order to chair workshops and governance forums, understand problem statements, elicit client feedback, present proposals

• Business development experience and commercial acumen – experience covering client organization, identifying opportunities, building and delivering commercial proposals

• Following experience is a plus: Banking Operations Change or Operations IT experience, product or business development experience at a FinTech or Services provider, consultancy experience

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.