Senior Customer Experience Manager

Senior Customer Experience Manager

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.

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 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 assistance from Sales Specialists, Solutions Consulting, or Q2 Training as needed.
• Ensure that customer's issues are dealt with efficiently by the other areas of Q2, as needed and inform Management of significant issues.
• Provide contract renewal assistance and input to the CSM and Renewal Specialist for assigned accounts.
• Coordinate, as needed, with vendor partners to address customer requests.
• 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 of commercialization projects as needed. Identify product gaps and provide soft recommendations.
• Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to.
• 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 Sales Force.
• Back-up CSM when out of office.

Experience and Knowledge:

• 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…