Senior Client Experience Manager

Q2 Software • Austin, TX

1d • Hybrid

About The Position

Q2 is seeking a Senior Customer Experience Manager who will report to the Customer Experience Director, the Customer Experience Manager ensures that the client 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 customer to cultivate future projects and qualify new opportunities. Consults with other team members (Project Management/Services/Support/Technical Account Management) to be sure mutual objectives are met. This role is also responsible for designing, optimizing, and scaling the processes, programs, and systems that enable Customer Success teams to operate efficiently and deliver better outcomes for customers. The position is highly programmatic and analytical, focused on behind-the-scenes improvements in addition to direct customer interaction. May also back up CSM duties, as needed, for customers in Customer Success Programs. The ideal candidate is continuously looking for ways to streamline workflows, improve tooling and data usage, and operationalize best practices that increase team efficiency and customer success at scale.

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.

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 SalesForce.
• Back-up CSM when out of office.

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”

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed