Customer Experience Manager

Overview

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—and we empower our people to help create success for our customers.

Q2 is seeking a Customer Experience Manager who will report to the Customer Experience Team Manager. The Customer Experience Manager ensures that the customer is satisfied with company projects and services, works closely with the Customer Success Manager (CSM), and oversees day-to-day relationship with customers. Ensures that schedules and budgets are met according to contractual agreements. Works with customers to cultivate future projects and qualify new opportunities.

Consults with other team members to be sure mutual objectives are met.

• 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 with achieving advanced knowledge in guiding customer completion of Project Workbooks, RFQs and Pre-Qual docs.
• May be assigned to larger, more complex, high-visibility, strategic and tactically important customers.
• Builds and maintains respectful and collaborative relationships with new and existing customers as assigned.
• Participates in scheduled calls with assigned CSMs; reviews plans for the week and supports CSM Account Plans and Territory Plans as needed.
• Maintains clear communication and a shared plan of customer service with assigned CSMs.
• Vets, researches, and documents Enhancement/Custom Code/Professional Services requests with customers and provides estimated hours and details to the CSM for sales orders. Coordinates with Development work as needed to ensure project timeliness. Assists CSM with Enterprise Projects (mergers, acquisitions, core conversions).
• Monitors delivery of implementation projects to ensure highest client satisfaction. May participate in periodic project updates on Net New projects as available.
• Completes Site and System reviews for Q2 customers and coordinates required follow-up with CSM.
• Supports Case Review and escalations for best Customer Service.
• Responds to technical questions about system functionality from Q2 customers. Is familiar with Product roadmap and advises customers on future developments.
• Provides uptime, case closure and aging reports to CSMs for customer calls and visits.
• Maintains Customer Engagement Program: participates in regularly scheduled and ad-hoc calls with customers and attends in-person meetings as appropriate.
• Helps identify 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 as needed to support cross-sale efforts, with assistance from Sales Specialists, Solutions Consulting or Q2 Training as needed.
• Ensures customer issues are addressed 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 as needed.
• 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 as needed. Identifies product gaps and offers recommendations.
• Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to.
• Supports efforts to secure customer interest and attendance at Q2 events (User Group, Customer Conference, Collaboration, etc.).
• Supports efforts to maintain customer referenceability.
• Assists with maintaining accurate customer data in Sales Force.
• Back-up CSM when out of the office.

• T…