Senior Customer Experience Manager

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 Senior Customer Experience Manager applies company practices and procedures to analyze and resolve client situations. This role works on complex issues requiring in-depth evaluation of variable factors and exercises judgment in selecting methods, techniques, and evaluation criteria. The Senior CEM networks with key contacts outside their area of expertise and supports large, high-visibility, strategic, and tactically important clients.

Responsibilities

• Apply company practices and procedures to analyze and resolve customer situations.
• Work on complex issues requiring in-depth evaluation of variable factors.
• Exercise judgment in selecting methods, techniques, and evaluation criteria for results.
• Network with key contacts outside your area of expertise.
• Assist and advocate for client completion of Project Planning, Request for Quote (RFQs), and Project Pre-Req documents.
• Support larger, more complex, high-visibility, strategic, and tactically important clients.
• Build and maintain respectful, collaborative relationships with new and existing customers.
• Participate in scheduled weekly calls with assigned Customer Success Managers (CSMs).
• Review and support CSM Account Plans and Territory Plans.
• Maintain clear communication and a shared plan of client service with assigned CSMs.
• Vet, research, and document Enhancement/Custom Code/Professional Services requests, providing estimates to CSMs for sales orders.
• Monitor coordination with Development to ensure project timeliness.
• Assist CSMs with Enterprise Projects (mergers, acquisitions, core conversions).
• Monitor delivery of Implementation projects to ensure high customer satisfaction.
• Participate in periodic Implementation updates on Net New projects.
• Complete Site and System reviews for Q2 customers and coordinate follow-up with CSMs.
• Support Case Review by reviewing Support tickets as a preventative measure against escalations.
• Work with Support Management on tickets requiring immediate attention for optimal customer service.
• Respond to technical questions about system functionality from Q2 customers.
• Familiarize yourself with the Product roadmap and advise customers on future developments.
• Provide Uptime reports and Support Case closure/aging reports to CSMs for customer calls and visits.
• Maintain the Customer Engagement Program through scheduled and as-needed calls with customers.
• Participate in in-person customer meetings as appropriate.
• Identify beta and early adopter customers for upcoming Product and Feature releases.
• Serve as a liaison for beta projects as needed.
• Provide demos and/or training for customers in support of cross-sale efforts.
• Secure 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 User Group sessions as needed or assigned.
• Provide input to Product Management on enhancements and new releases, including support for commercialization projects.
• Identify product gaps and provide soft recommendations.
• 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.
• Act as a backup for CSMs when they are out of the office.

Requirements

• 8+ years of experience (or 6+ years with a master’s degree) in Business-to-Business or Business-to-Consumer relationship management or client service roles.
• Experience in banking or banking software environments required.
• Proven results in direct or support of cross-sales quota and metrics-driven client advocacy and satisfaction environments.
• Demonstrated relationship-building skills with experience navigating large internal organizations and managing complex external client relationships.
• Exceptional knowledge of company products and services; may be tasked with introducing new products.
• Articulate, thorough, process-minded, and detail-oriented individual.
• Ability to travel as required.
• Fluent written and oral communication in English.
• Must be 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.