Senior Customer Experience Manager

As passionate about our people as we are about our mission.
What We're All About :
Q2 is proud of delivering our mobile banking platform and technology solutions, globally, to more than 22 million end users across our 1,300 financial institutions and fintech clients. At Q2, our mission is simple: Build strong, diverse communities by strengthening their financial institutions. We accomplish that by investing in the communities where both our customers and employees serve and live.
What Makes Q2 Special?
Being as passionate about our people as we are about our mission. We celebrate our employees in many ways, including our "Circle of Awesomeness" award ceremony and day of employee celebration among others! We invest in the growth and development of our team members through ongoing learning opportunities, mentorship programs, internal mobility, and meaningful leadership relationships. We also know that nothing builds trust and collaboration like having fun. We hold an annual Dodgeball for Charity event at our Q2 Stadium in Austin, inviting other local companies to play, and community organizations we support to raise money and awareness together.
The Job At-A-Glance :
Q2 is seeking a Senior Customer Experience Manager who will work closely with the Customer Success Team overseeing the day-to-day relationship with customers ensuring satisfaction within company projects and services. In addition, the CEM will ensure that schedules and budgets are met according to contractual agreements while working with the customer to cultivate future projects and qualify new opportunities. This individual will also consult with other team members (project management/services/support/customer care) to be sure mutual objectives are met.
A Typical Day :

• Applies company practices and procedures in analyzing and resolving client situations.
• Works on complex issues where analysis of situations or data requires in-depth evaluation of variable factors. Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results.
• Networks with key contacts outside own area of expertise.
• Advanced knowledge in assisting and advocating for client completion of Project Workbooks, RFQs and Pre-Qual docs.
• Assigned to larger, more complex, high visibility, strategic and tactically important clients.
• Build and maintain respectful and collaborative relationships with new and existing clients, as assigned.
• Participate in a scheduled weekly call with assigned Relationship Manager(s) (RM). Review plan for the week or coming week. Be familiar with RM Account Plans and Territory Plan and support those plans as needed.
• Maintain clear communication and a shared plan of client service with assigned RM(s).
• Vet/Research/Document any Enhancement/Custom Code/Professional Services requests with clients and provide estimate of hours and details to the RM for sales orders. Monitor coordination with any Development work required to ensure project timeliness. Assist RM with Enterprise Projects (mergers, acquisitions, core conversions).
• Monitor delivery of Implementations projects to ensure highest Client Satisfaction. Participate in Net New Implementation kick off calls. Participate in periodic Implementation updates on Net New projects as available.
• Complete Site and System reviews for Q2 clients and coordinate with RM on required follow up once the review is complete.
• Support Case Review - As needed review of Support tickets as a preventative measure against escalations. Work with Support Management on tickets that need to have immediate attention for best Client Service.
• Respond to more technical questions about system functionality from Q2 clients. Be familiar with Product roadmap and advise clients with questions on future developments.
• Provide Uptime reports and Support Case closure and aging reports to RM's as needed for client calls and client visits
• Maintain Client Engagement Program: Participate in regularly scheduled and as needed calls with assigned clients. Participate in in-person meetings with clients as appropriate.
• Assist in the identification of beta and early adopter clients for upcoming Product and Feature releases. Serve as liaison for beta and Meta projects as needed.
• Provide demos and/or training for clients as needed and in support of cross-sale efforts. Secure assistance from Solutions Consulting or Q2 Training as needed.
• Ensure that client's issues are dealt with efficiently by the other areas of Q2, as needed and inform Management of significant issues.
• Provide contract renewal assistance to the RM for assigned accounts.
• Coordinate, as needed, with vendor partners to address client requests.
• Participate in cross-sell campaigns as identified by Management.
• Represent Q2 at client events and Client User group sessions, as needed or assigned.
• Provide input to Product Management on enhancements and new releases, including support of commercialization projects as needed. Identify product gaps and provide soft recommendations.
• Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to
• Support efforts to secure client interest and attendance in Q2 events (User Group, Client Conference, Collaboration, etc.).
• Support efforts to maintain client referenceability.
• Assist with maintaining accurate client data in SalesForce.
• Back-up RM when out of office.

Bring Your Passion, Do What You Love. Here's What We're Looking For :

• Typically requires a Bachelor's degree and a minimum of 8 years of related experience; or an advanced degree with 6+ years of experience; or equivalent related work experience.
• Business to Business or Business to Consumer relationship management or Client Service experiences strongly preferred.
• Q2, banking or banking software experience strongly preferred.
• Proven results in direct or support of cross-sales quota and metrics-driven client advocacy and satisfaction environment.
• Proven relationship-building skills and experience maneuvering internally within a large corporation and externally within a client organization.
• Applies company policies and procedures to resolve routine issues.
• Exceptional level of knowledge of company products and services and may be tasked with introducing new products.
• Articulate, thorough, and process-minded individual
• Ability to travel

#LI-BW1
#Hybrid
This position requires fluent written and oral communication in English.
Health & Wellness

• Hybrid Work Opportunities
• Flexible Time Off
• Career Development & Mentoring Programs
• Health & Wellness Benefits, including competitive health insurance offerings and generous paid parental leave for eligible new parents
• Community Volunteering & Company Philanthropy Programs
• Employee Peer Recognition Programs - "You Earned it"

Click here to find out more about the benefits we offer.
How We Give Back to the Community:
You can learn more about our Q2 Spark Program, Q2 Philanthropy fund, and our employee volunteering programs on our Q2 Community page . Q2 supports dozens of wide-reaching organizations, such as the African American Leadership Institute , and The Trevor Project , promoting diversity and success in leadership and technology. Other deserving beneficiaries include Resource Center helping LGBTQ communities, JDRF , and Homes for our Troops , a group helping veterans rebuild their lives with specially adapted homes.
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.