Customer Experience Manager

Q2

27d • $66,000 - $110,000 • Hybrid

About The Position

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 customer. 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 (project management/services/support/client care) to be sure mutual objectives are met.

Requirements

• Typically requires a Bachelor’s degree and a minimum of 5 years of related experience; or an advanced degree with 3+ years of experience; or equivalent related work experience.
• Business to Business or Business to Consumer relationship management or Customer Service experiences preferred.
• Q2, banking or banking software experience also strongly preferred.
• Proven results in direct or support of cross-sales quota and metrics-driven client advocacy and satisfaction environment.
• Proven relationship-building skills and experience maneuvering internally within a large corporation and externally within a client organization.
• Applies company policies and procedures to resolve routine issues.
• Exceptional level of knowledge of company products and services and may be tasked with introducing new products.
• Articulate, thorough, and process-minded individual
• Ability to travel up to 35%
• 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.

Nice To Haves

• Q2, banking or banking software experience also strongly preferred.

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 customer completion of Project Workbooks, RFQs and Pre-Qual docs.
• May be assigned to larger, more complex, high visibility, strategic and tactically important customers.
• Build and maintain respectful and collaborative relationships with new and existing customers, as assigned.
• Participate in a scheduled calls with assigned Customer Success Manager(s) (CSM). 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 customer service with assigned CSM(s).
• Vet/Research/Document any Enhancement/Custom Code/Professional Services requests with customers 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 Client Satisfaction. May participate in periodic Implementation project 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 – Work with Support Management on tickets that need to have immediate attention or escalation 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.

Benefits

• 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”

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level