Senior Customer Experience Manager

Role Overview

• 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 SalesForce
• Back-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 and may be tasked with introducing new products
• Articulate, thorough, process-minded, and detail-oriented individual
• Ability to travel as required
• 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”