Customer Experience Manager

Q2 · Des Moines, IA · 3 wk ago

Full-time

About Q2

Q2 is a leading provider of digital banking and lending solutions to banks, credit unions, alternative finance companies, and fintechs in the U.S. and internationally. Our mission is to build strong and diverse communities through innovative financial technology by empowering our people to help create success for our customers.

We celebrate our employees through initiatives like the “Circle of Awesomeness” award ceremony and an annual day of employee celebration. We invest in growth and development via learning opportunities, mentorship programs, internal mobility, and leadership relationships. We foster trust and collaboration through events like our annual Dodgeball for Charity at Q2 Stadium in Austin, inviting local companies and community organizations to raise money and awareness together.

About the Role

The Customer Experience Manager ensures customer satisfaction with company projects and services. Reporting to the Customer Experience Team Manager, this role works closely with the Customer Success Manager (CSM) to oversee the day-to-day customer relationship, ensuring schedules and budgets align with contractual agreements. The role also cultivates future projects and qualifies new opportunities while consulting with project management, services, support, and client care teams to meet mutual objectives.

Responsibilities

Apply company practices and procedures to analyze and resolve customer situations.
Work on complex issues requiring in-depth evaluation of variable factors, exercising judgment in selecting methods and techniques for results.
Network with key contacts outside your area of expertise.
Assist and advocate for customer completion of Project Workbooks, RFQs, and Pre-Qual documents.
May be assigned to larger, high-visibility, strategic, and tactically important customers.
Build and maintain respectful, collaborative relationships with new and existing customers.
Participate in scheduled calls with assigned Customer Success Manager(s) (CSM) to review weekly plans, Account Plans, and Territory Plans, supporting them as needed.
Maintain clear communication and a shared plan of customer service with assigned CSM(s).
Vet, research, and document Enhancement/Custom Code/Professional Services requests, providing estimates of hours and details to the CSM for sales orders.
Monitor coordination with Development to ensure project timeliness.
Assist CSM with Enterprise Projects (mergers, acquisitions, core conversions).
Monitor delivery of implementation projects to ensure high client satisfaction; may participate in periodic updates on Net New projects.
Complete Site and System reviews for Q2 customers and coordinate follow-up with the CSM.
Support Case Review by working with Support Management on tickets requiring immediate attention or escalation.
Respond to technical questions about system functionality from Q2 customers and advise on future developments using the Product roadmap.
Provide Uptime reports, Support Case closure, and aging reports to CSMs for customer calls and visits.
Maintain the Customer Engagement Program through regular and as-needed calls and in-person meetings with customers.
Assist in identifying beta and early adopter customers for upcoming Product and Feature releases; serve as liaison for beta projects.
Provide demos and/or training for customers to support cross-sale efforts, securing assistance from Sales Specialists, Solutions Consulting, or Q2 Training as needed.
Ensure customer issues are efficiently addressed by other Q2 areas and inform Management of significant issues.
Provide contract renewal assistance and input to the CSM and Renewal Specialist for assigned accounts.
Coordinate with vendor partners to address customer requests as needed.
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 for commercialization projects and identifying product gaps.
Ensure adherence to all security, availability, confidentiality, and privacy policies and controls.
Support efforts to secure customer interest and attendance in Q2 events (User Group, Customer Conference, Collaboration, etc.).
Support efforts to maintain customer referenceability.
Assist with maintaining accurate customer data in SalesForce.
Serve as backup for the CSM when out of office.

Requirements

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 experience 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.
Proven relationship-building skills and experience maneuvering internally within a large corporation and externally within a client organization.
Ability to apply company policies and procedures to resolve routine issues.
Exceptional knowledge of company products and services; may be tasked with introducing new products.
Articulate, thorough, and process-minded individual.
Ability to travel up to 35%.
Fluent written and oral communication in English.
Authorized to work for any employer in the U.S. (sponsorship not available at this time).

Benefits

Hybrid work opportunities.
Flexible Time Off.
Career Development & Mentoring Programs.
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”.
Resources for physical, mental, and professional well-being.
Spark Program for volunteer work and nonprofit support.