Sr. Customer Success Manager

Q2 is seeking a Sr. Customer Success Manager to build and maintain relationships with new and existing financial institution clients.  

RESPONSIBILITIES:

• Build and maintain respectful and collaborative relationships with new and existing clients, as assigned 
• Participate in the implementations process for new clients as assigned(optimally four times per year), not as the primary liaison, but to begin building rapport with the client and learn their specific needs
• Meet with assigned clients at least monthly by phone and in person as needed (but at least once per year) to review their online banking statistics, goals and future plans along with any specific issues they are having
• Analyze customer problems, needs and requirements, and then position Q2 products and services to resolve/meet them
• 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 management for assigned accounts
• Coordinate, as needed, with vendor partners to address client requests
• Identify opportunities and cross-sell additional features of Q2 to existing clients
• Participate in cross-sell campaigns as identified by the Director of Customer Success Management
• Represent Q2 at customer events and Client User group sessions, as needed or assigned
• Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to
• Provide input to Product Management on enhancements and new releases, including support of commercialization projects as needed
• Provide demo and training support and/or scheduling for existing clients as needed

EXPERIENCE AND KNOWLEDGE:

• 8+ years of Business to Business or Business to Consumer relationship management experiences
• In depth experience supporting clients
• Minimum 7 years’ direct experience managing strategic accounts
• Banking or Banking software experience required
• Proven results in cross-sales quota and metrics-driven customer advocacy and satisfaction environment
• Proven executive relationship building skills and experience maneuvering within C-level structure of a large account
• Articulate, thorough, and process-minded individual
• #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.