Senior Customer Experience Manager

About the role

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.

The Senior Customer Experience Manager applies company practices and procedures in analyzing and resolving client situations. This role works on complex issues where analysis of situations or data requires in-depth evaluation of variable factors and exercises judgment in selecting methods, techniques, and evaluation criteria for obtaining results. The Senior CEM networks with key contacts outside their own area of expertise and supports large, complex, high-visibility, strategic, and tactically important clients.

Responsibilities

• Applies company practices and procedures in analyzing and resolving customer situations.
• Works on complex issues requiring 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.
• Assists and advocates for client completion of Project Planning, Request for Quote (RFQs), and Project Pre-Req docs.
• Supports larger, more complex, high-visibility, strategic, and tactically important clients.
• Builds and maintains respectful and collaborative relationships with new and existing customers.
• Participates in scheduled weekly calls with assigned Customer Success Manager(s) (CSM).
• Reviews and supports CSM Account Plans and Territory Plans.
• Maintains clear communication and a shared plan of client service with assigned CSM(s).
• Vets, researches, and documents Enhancement/Custom Code/Professional Services requests, providing estimates of hours and details to the CSM for sales orders.
• Monitors coordination with Development work to ensure project timeliness.
• Assists CSM with Enterprise Projects (mergers, acquisitions, core conversions).
• Monitors delivery of Implementation projects to ensure highest customer satisfaction.
• Participates in periodic Implementation updates on Net New projects.
• Completes Site and System reviews for Q2 customers and coordinates follow-up with CSM.
• Supports Case Review as a preventative measure against escalations, working with Support Management on tickets needing immediate attention.
• Responds to technical questions about system functionality from Q2 customers.
• Advises customers on the Product roadmap and future developments.
• Provides Uptime reports, Support Case closure, and aging reports to CSMs for customer calls and visits.
• Maintains Customer Engagement Program through scheduled and as-needed calls with assigned customers.
• Participates in in-person meetings with customers as appropriate.
• Assists in identifying beta and early adopter customers for upcoming Product and Feature releases.
• Serves as liaison for beta projects as needed.
• Provides demos and/or training for customers in support of cross-sale efforts.
• Secures assistance from Sales Specialists, Solutions Consulting, or Q2 Training as needed.
• Ensures customer issues are dealt with efficiently by other areas of Q2 and informs Management of significant issues.
• Provides contract renewal assistance and input to the CSM and Renewal Specialist for assigned accounts.
• Coordinates with vendor partners to address customer requests.
• Participates in cross-sell campaigns as identified by Management.
• Represents Q2 at customer events and User Group sessions as needed or assigned.
• Provides input to Product Management on enhancements and new releases, including support of commercialization projects.
• Identifies product gaps and provides soft recommendations.
• Ensures adherence to all security, availability, confidentiality, and privacy policies and controls.
• Supports efforts to secure customer interest and attendance in Q2 events (User Group, Customer Conference, Collaboration, etc.).
• Supports efforts to maintain customer referenceability.
• Assists with maintaining accurate customer data in SalesForce.
• Backs up CSM when out of 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.
• Applies company policies and procedures to resolve routine issues.
• 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.
• Authorized to work for any employer in the U.S. (no Visa sponsorship available).

Benefits

• Hybrid work opportunities.
• Flexible time off.
• Career development and mentoring programs.
• Competitive health insurance offerings.
• Generous paid parental leave for eligible new parents.
• Community volunteering and company philanthropy programs.
• Employee peer recognition programs ("You Earned It").
• Resources for physical, mental, and professional well-being.

Q2 employees are encouraged to give back through volunteer work and nonprofit support via the Spark Program.