Senior Manager, Engagement

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.
ENGAGEMENT MANAGER
JOB DESCRIPTION
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 to more than 22 million end users across our 1,300 financial institutions and fintech clients globally. 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:
The Q2 Integrated Services team has a new career opportunity available for an Engagement Manager. This key individual will be responsible for leading, guiding and owning multiple complex, transformational engagements and ensuring client success. This includes ensuring that 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.
A Typical Day:

• Seamlessly orchestrate all aspects of the client's experience from Strategy Alignment to Custom Development & Delivery (Integrated Services Delivery), Hosting and Support
• Responsible for maintaining high customer satisfaction across the entire Q2 experience to ensure reference-ability, expansion of relationship and Q2 contract renewal
• Establish regular communication cadence with customers to ensure their engagement and coordinate current and upcoming deliveries and implementations
• Pro-actively identify "at-risk" customers and partner with internal teams and Executive Leadership to develop strategies to mitigate risks and ensure customer retention
• Perform delivery reviews, provide feedback and guidance on quality, risk mitigation and general best practice guidance across multiple programs to help teams avoid risk, resolve issues and remove roadblocks
• Resolve customer escalations by analyzing the issues, performing root cause analysis, managing client and Q2 stakeholder expectations, and bridging gaps in process and communication
• Collaborate with Delivery Managers, Program Resource Manager and PMO Manager on staffing projects effectively, resource management and feedback
• Partner with Client Success and other teams to facilitate negotiation efforts with customers for new and renewing contracts
• Collaborate with Sales on SOWs, estimation reviews and approvals, best practices in sales / delivery collaboration and process improvements
• Understand the client's short- and long-term strategy goals. Build a plan for Integrated Services to meet client goals
• Oversee project proposals, timelines and deliverable for engagements from proposal through implementation in conjunction with the Services Delivery team
• Represent the client voice to internal cross-functional teams including Sales, CSM, Support and Product

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

• Typically requires a Bachelors degree and a minimum of 8 years of related experience; or an advanced degree with 6+ 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

This position requires fluent written and oral communication in English.
Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.
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"

This position requires fluent written and oral communication in English.
Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.
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.