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Client Experience Manager

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PrecisionLender, a Q2 Company is seeking a Client Experience Manager to serve in a leadership capacity across other functional teams (product management, development, professional services) to ensure the successful implementation of the PrecisionLender platform and related modules. Key components of success include ensuring that timelines, deliverables, and budgets are met according to contractual agreements This individual will manage the day-to-day relationship with clients and ensure satisfaction within company products and services.

They will also partner with Relationship Managers to understand the strategic business objectives of our clients to help ensure their long-term success.

    Responsibilities:

    As part of our Delivery team, the Client Experience Manager (CEM) supports our client’s post-sale through the onboarding process of our software and beyond. As a CEM, it is your responsibility to know what makes our banking clients tick - their business objectives, priorities, processes, and pain points to determine how PrecisionLender can best support them today and in the future. This is accomplished by doing the following:

    • Manage assigned client relationships, partnering with our Professional Services, Product and Development teams for support on technical and/or complex issues.

    • Prepare for, schedule, and conduct regular client routines to evaluate and understand each client’s expectations and to develop action plans to help them move forward.

    • Provide ongoing project management and analytical support to clients in support of their overall business strategies and pricing platform implementation.

    • Proactively help keep clients on track, assisting clients "see around corners," and spotting trouble before it happens.

    • Develop a deep knowledge of the PrecisionLender platform to best support clients and work effectively with development and product teams.

    • Keep up with relevant banking and financial services industry trends and share helpful information with clients.

    • Share relevant updates to the software and help clients ensure their teams understand how these can be valuable to their business decisions.

    • Work with the client Relationship Manager (RM) to help clients see the value of optional features they have not purchased to support future upsells as appropriate.

    • Make sure clients are getting the benefits of all the resources we provide (our support portal, monthly educational webcasts, newsletter, blog, etc.).

    • Embrace change, seek out new initiatives and provide ideas and recommendations to better serve our clients.

    • Connect with clients in-person when possible.

    • Create strong relationships so clients cannot imagine doing business without our solution.

    • Provide input to Product Management on enhancements and new releases, including support of commercialization of new projects as needed. Identify product gaps and provide recommendations based on client feedback.

    Experience & Knowledge:

    • Typically requires a Bachelor’s degree (in Business Administration, Finance, Accounting or Economics is strongly preferred) and a minimum of 8 years of related experience working directly with internal or external clients to solve problems, provide guidance and facilitate conversations that increase client relationships and future business opportunities; or an advanced degree with 6+ years of experience; or equivalent related work experience.

    • A strong understanding of Banking, Financial Services and financial statement analysis is a must for this role. Your main audience in this position are executives and leaders in the field of Commercial Lending therefore it is imperative that you understand the banking industry to support our clients to the fullest. 

    • Experience with technology implementations and how various functional roles work together to make them successful (e.g. development, project management, testing, product management, etc.).

    • Proven relationship-building skills and experience maneuvering internally within a large corporation and externally within a client organization.

    • Strong verbal and written communication skills.

    • Detail oriented with an emphasis on organization and process improvement.

    • Ability to manage multiple projects simultaneously.

    • Embraces change and can adapt quickly as priorities shift.

    • Focuses on listening more than talking and enjoys truly connecting with people.

    • Ability to thrive in an environment where no two days look alike and there is always a problem to be solved.

    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.

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    Candidate Location Eligibility:
    Albuquerque, NM
    Ann Arbor, MI
    Atlanta, GA
    Austin, TX
    Baltimore, MD
    Baton Rouge, LA
    Birmingham, AL
    Boise, ID
    Boston, MA
    Buffalo, NY
    Charleston, SC
    Charlotte, NC
    Chicago, IL
    Cincinnati, OH
    Cleveland, OH
    Colorado, CO
    Columbus, OH
    Dallas-Fort Worth, TX
    Dayton, OH
    Des Moines, IA
    Detroit, MI
    Fayetteville-Springdale-Rogers, AR
    Greensboro, NC
    Hampton Roads, VA
    Hartford, CT
    Houston, TX
    Huntsville, AL
    Indianapolis, IN
    Jacksonville, FL
    Kansas City, MO
    Las Vegas, NV
    Lexington, KY
    Lincoln, NE
    Little Rock, AR
    Los Angeles, CA
    Louisville, KY
    Madison, WI
    Memphis, TN
    Miami, FL
    Milwaukee, WI
    Minneapolis–Saint Paul, MN
    Nashville, TN
    New Orleans, LA
    New York City, NY
    Ogden, UT
    Oklahoma City, OK
    Omaha, NE
    Orlando, FL
    Other US Location
    Palm Bay-Melbourne-Titusville
    Pensacola, FL
    Peoria, IL
    Philadelphia, PA
    Phoenix – Mesa – Scottsdale, AZ
    Pittsburgh, PA
    Portland, ME
    Portland, OR
    Providence, RI
    Provo, UT
    Raleigh-Durham, NC
    Reno, NV
    Richmond, VA
    Rochester, NY
    Sacramento, CA
    Salt Lake City, UT
    San Antonio, TX
    San Diego, CA
    San Francisco, CA
    San Luis Obispo, CA
    Santa Cruz, CA
    Seattle, WA
    Spokane, WA
    St. Louis, MO
    Tallahassee, FL
    Tampa Bay, FL
    Tucson, AZ
    Tulsa, OK
    Washington DC
    Wichita, KS
    Wilmington, NC

    What are Q2 Perks + Benefits

    Q2 Benefits Overview

    At Q2, we are as passionate about our people, as we are about our mission!
    Q2 invests in our employees success by providing robust employee health and wellness benefits.

    Some Benefit Highlights include:
    * Lifestyle Spending Accounts (For Gym, Babysitter, DogSitter etc.)
    * Family Planning Benefits (Including Adoption Support)
    * Parental Leave Benefit: New parents can enjoy 12 weeks of paid leave.
    * Flexible Time Off
    * HSA Matching Program
    * 401K Matching Program
    * Career Development Programs
    * Active ERG Teams, Communities and Education
    * Q2 Community and Philanthropy Programs
    * Our You Earned it! Employee Rewards & Recognition Program:
    These are points given between any employee recognizing great work or collaboration. The points are redeemed for products, or converted into cash donations for various charities of choice,. They can also be donated to our employee compassion fund. (See below)
    * Q2 Employee Compassion Fund - Our employees donate to this fund, which is established for Q2 employees who may need short term assistance.

    Culture
    Volunteer in local community
    Partners with nonprofits
    Open door policy
    OKR operational model
    Team based strategic planning
    Open office floor plan
    Employee resource groups
    Employee-led culture committees
    Hybrid work model
    Flexible work schedule
    Remote work program
    Diversity
    Dedicated diversity and inclusion staff
    Highly diverse management team
    Mandated unconscious bias training
    Diversity employee resource groups
    Hiring practices that promote diversity
    Health Insurance & Wellness Benefits
    Flexible Spending Account (FSA)
    Disability insurance
    Dental insurance
    Vision insurance
    Health insurance
    Life insurance
    Pet insurance
    Wellness programs
    Mental health benefits
    Financial & Retirement
    401(K)
    401(K) matching
    Company equity
    Employee stock purchase plan
    Charitable contribution matching
    Child Care & Parental Leave Benefits
    Generous parental leave
    Family medical leave
    Adoption Assistance
    Vacation & Time Off Benefits
    Unlimited vacation policy
    Generous PTO
    Paid volunteer time
    Paid holidays
    Paid sick days
    Flexible time off
    Office Perks
    Company-sponsored outings
    Free snacks and drinks
    Some meals provided
    Company-sponsored happy hours
    Onsite office parking
    Relocation assistance
    Fitness stipend
    Onsite gym
    Professional Development Benefits
    Job training & conferences
    Lunch and learns
    Promote from within
    Mentorship program
    Continuing education stipend
    Continuing education available during work hours
    Online course subscriptions available
    Customized development tracks
    Paid industry certifications

    Additional Perks + Benefits

    Want to know more about our authentic culture and work environment?
    Check us out at: https://www.q2.com/culture and explore jobs today.
    We'd love you to join our super hero "Circle of Awesomeness" and be part of #Q2Peeps today!

    Q2 hosts various employee recognition events, philanthropic activities and our communities events, as part of our mission to build stronger more diverse communities:
    * Dodgeball for Charity! (We raised $102K- last year!)
    * Q2 Spark (Part of our mission to support our communities, and the communities of our customers!)
    * Q2 Philanthropy Fund! We have partnered with Austin Community Foundation to make it easier and more accessible for non-profit organizations to apply for grants from Q2, as part of our community support mission.
    (Check out the Q2 Stadium Dreamstarter Program!)
    * Annual Employee Appreciation Day!
    * Our Annual Circle of Awesomeness Celebration (A full day's celebration of employee recognition for outstanding achievements!)

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