Customer Experience Manager

Summary

Summary
Q2 is seeking a Customer Experience Manager who will report to the Customer Experience Team Manager.

Responsibilities

• Applies company practices and procedures in analyzing and resolving customer 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 customer completion of Project Workbooks, RFQs and Pre-Qual docs.
• May be assigned to larger, more complex, high visibility, strategic and tactically important customers.
• Build and maintain respectful and collaborative relationships with new and existing customers, as assigned.
• Participate in a scheduled calls with assigned Customer Success Manager(s) (CSM).
• Review plan for the week or coming week. Be familiar with CSM Account Plans and Territory Plan and support those plans as needed.
• Maintain clear communication and a shared plan of customer service with assigned CSM(s).
• Vet/Research/Document any Enhancement/Custom Code/Professional Services requests with customers and provide estimate of hours and details to the CSM for sales orders.
• Monitor coordination with any Development work required to ensure project timeliness.
• Aid in the implementation of Enterprise Projects (mergers, acquisitions, core conversions).
• Monitor delivery of implementations projects to ensure highest Client Satisfaction.
• May participate in periodic Implementation project updates on Net New projects as available.
• Complete Site and System reviews for Q2 customers and coordinate with CSM on required follow up once the review is complete.
• Support Case Review – Work with Support Management on tickets that need to have immediate attention or escalation for best Customer Service.
• Respond to more technical questions about system functionality from Q2 customers. Be familiar with Product roadmap and advise customers with questions on future developments.
• Provide Uptime reports and Support Case closure and aging reports to CSM’s as needed for customer calls and customer visits.
• Maintain Customer Engagement Program: Participate in regularly scheduled and as needed calls with assigned customers. Participate in in-person meetings with customers as appropriate.
• Assist in the identification of beta and early adopter customers for upcoming Product and Feature releases. Serve as liaison for beta projects as needed.
• Provide demos and/or training for customers as needed and in support of cross-sale efforts. Secure assistance from Sales Specialists, Solutions Consulting or Q2 Training as needed.
• 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 assistance and input to the CSM and Renewal Specialist for assigned accounts.
• Cook up with, as needed, with vendor partners to address customer requests.
• Participate in cross-sell campaigns as identified by Management.
• Represent Q2 at customer events and Customer 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 customer interest and attendance in Q2 events (User Group, Customer Conference, Collaboration, etc.).
• Support efforts to maintain customer referenceability.
• Afford assistance with maintaining accurate customer data in SalesForce.
• Back-up CSM when out of office.

Experience And Knowledge

• Typically requires a Bachelor’s degree and a minimum of 5 years of related experience; or an advanced degree with 3+ years of experience; or equivalent related work experience.
• Business to Business or Business to Consumer relationship management or Customer Service experiences preferred.
• Q2, banking or banking software experience also 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.