Senior Customer Success Manager

Role Overview

• Build and maintain respectful and collaborative relationships with new and existing clients
• Participate in the implementations process for new clients as assigned, not as the primary liaison, but to begin building rapport with the client and learn their specific needs
• Meet with assigned clients at least monthly by phone and in person as needed (a minimum of once per year) to review their online banking statistics, goals and future plans along with any specific issues they are having
• Analyze customer problems, needs and requirements, and then position Q2 products and services to resolve/meet them
• 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 management for assigned accounts
• Coordinate, as needed, with vendor partners to address client requests
• Identify opportunities and cross-sell additional features of Q2 to existing clients
• Participate in cross-sell campaigns as identified by the Director of Customer Success
• Represent Q2 at customer events and Client User group sessions, as needed or assigned
• Provide input to Product Management on enhancements and new releases, including support of commercialization projects as needed
• Provide demo and training support and/or scheduling for existing clients as needed
• Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to

Requirements

• Minimum of 12 years of Business to Business or Business to Consumer relationship management experiences with a Bachelors degree
• Minimum 6 years direct experience managing strategic accounts preferred
• Banking or Banking software experience required
• Proven executive relationship building skills and experience maneuvering within C-level structure of a large account
• Articulate, thorough, and process-minded individual
• This position requires fluent written and oral communication in English.
• Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Benefits

• Health & Wellness
• Hybrid Work Opportunities
• Flexible Time Off
• Career Development & Mentoring Programs
• Health & Wellness Benefits, including 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”