Customer Success Analyst
Q2 is seeking a Customer Success Analyst – Implementations who is passionate about customer satisfaction, as well as making a difference within Fintech. The Customer Success Analyst will work closely with Implementation Engineers and Technical Trainers in the Q2 Gro group executing new implementations of the Gro Checkout and Gro Business digital account opening platforms.
As a market leader in digital sales, the Q2 Gro team is responsible for the ongoing innovation and expansion of the Q2 Gro Checkout and Gro Business products. Q2 Gro’s intuitive digital sales platform provides an optimized user experience for tasks such as account opening and loan underwriting. Our mobile-first, streamlined account opening capabilities are proven to reduce abandonment and shorten the application process to under four minutes, helping our Financial Institution clients to expand their reach through acquisition growth across digital channels.
This is a dynamic team that is dedicated to getting the job done (well.) We are looking for an experienced Customer Success Analyst that can harness that enthusiasm and knows how to work with clients to develop a culture that encourages both collaboration and independence.
RESPONSIBILITIES:
The Customer Success Analyst will be expected to execute multiple individual projects concurrently. For each project and for the overall management and coordination of project, the following objectives should be met.
Acts as a strategic business partner for clients in the digital channel – understanding and integrating best practices on digital marketing and sales and digital account opening
Maintains a thorough and deep knowledge of the product and value proposition and is able to represent it confidently to clients
Manages and is responsible for all aspects of the Gro digital sales platform implementation
Assists in determining business strategy internally based on client needs/plans.
Clearly articulate what is in scope and out of scope per the contract
Develop and maintain the project plan for in scope items, showing tasks, milestones, and dependencies
Develop and maintain the project schedule
Determine types of resources needed to achieve the project objectives
Coordinate activities across different organizational functions and teams
Work with Network Management, Infrastructure, Product, Development and Deployments teams to ensure key timeframes are known
Train and educate clients on the product and configuration options
Accurately answers not only product “how to” but “why” questions for both the product and for the client’s holistic digital sales strategy
Keep the project on track through team communication, coordination and conflict resolution
Control scope creep with clients and internal resources by understanding and articulating business drivers
Work closely with the client and team to problem solve issues that arise
Communicate expectations to participating client and internal team members to ensure SLAs are met
Track project progress toward meeting its objectives through use of project management tools
When adjustments are needed, communicate to stakeholders to gain alignment first, then take corrective actions to address changes in scope and deviations to timeline
Effectively support client and project deliverables all the way to Production
Identifies upsell opportunities within the Q2 Gro solutions set, and negotiates add-ons, upgrades, and Professional Services as needed. Please note: There are no specific upsell goals or related compensation
Travels to client’s sites for trainings as needed
EXPERIENCE AND KNOWLEDGE:
Typically requires 5+ years of previous work experience in a similar role - Customer Success (operational), project management with a financial technology company or financial institution
Bachelor’s Degree in related field or equivalent experience
Minimum of 2 years direct experience managing strategic accounts
Banking or Banking software experience required
Digital account acquisition experience a plus
Project Management Methodology exposure preferred (PMP or PMI)
Familiarity with enterprise software deployment architecture and methodologies
Experience building documentation and project plans using Excel, MS Project, and MS PowerPoint or other project management software
Ability to organize and execute multi-facet software deployments
Capable of assessing project risks and mitigations
Ability to convey technical concepts to business-oriented banking project teams and interact with technical internal resources
Possess project leadership qualities
Experience managing client expectations with a commitment to customer satisfaction
Articulate, thorough, and process-minded individual
Proven executive relationship building skills and experience maneuvering within C-level structure of a large account
Strong written and oral communication skills with excellent people and teamwork skills
Ability to remain calm, diplomatic, and cooperative under stressful conditions
Attention to detail, exceptional follow-through, the ability to prioritize, stay organized, and multi-task in a fast-paced environment
Ability to travel 15% to client sites
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.
