Senior Customer Experience Manager

As passionate about our people as we are about our mission. Why Join 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 simple: build strong and diverse communities through innovative financial technology—and we do that by empowering our people to help create success for our customers.

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 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.

• 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 client completion of Project Planning, Request for Quote (RFQs), and Project Pre-Req docs.
• Assigned to larger, more complex, high visibility, strategic and tactically important clients.
• Build and maintain respectful and collaborative relationships with new and existing customers, as assigned.
• Participate in a scheduled weekly call with assigned CSM(s).
• 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 client service with assigned CSM(s).
• Vet/Research/Document any Enhancement/Custom Code/Professional Services requests with clients and provide estimate of hours and details to the CSM for sales orders.
• Monitor coordination with any Development work required to ensure project timeliness.
• Assist CSM with Enterprise Projects (mergers, acquisitions, core conversions).
• Monitor delivery of Implementations projects to ensure highest Customer Satisfaction.
• Participate in periodic Implementation 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 – As needed review of Support tickets as a preventative measure against escalations.
• Work with Support Management on tickets that need to have immediate attention 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…