Senior Customer Success Manager

Q2 Software • Austin, TX

3d • Hybrid

About The Position

As passionate about our people as we are about our mission. Why Join Q2? 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. What Makes Q2 Special? Being as passionate about our people as we are about our mission. We celebrate our employees in many ways, including our “Circle of Awesomeness” award ceremony and day of employee celebration among others! We invest in the growth and development of our team members through ongoing learning opportunities, mentorship programs, internal mobility, and meaningful leadership relationships. We also know that nothing builds trust and collaboration like having fun. We hold an annual Dodgeball for Charity event at our Q2 Stadium in Austin, inviting other local companies to play, and community organizations we support to raise money and awareness together. The Job At-A-Glance: Q2 is seeking an experienced and relationship-driven Senior Customer Success Manager to steward the success of a portfolio of financial institutions across their Q2 journey. Through strong, multi-level relationships with customers and internal partners alike, you will maintain a deep understanding of customers’ business goals and align Q2 innovations accordingly to help achieve those objectives. Supported by a team of technical and business SMEs, you will be a trusted source of information and guidance, ensuring that valuable outcomes are consistently delivered to our customers. As a trusted advisor, your charge is to build a portfolio of lifelong customers that advocate for deep and expanded usage of Q2 solutions. This is a high visibility customer facing role that requires excellent communication skills, the ability to close renewals/cross sale, and the flexibility to travel to client sites for executive meetings, business reviews, and strategic planning sessions.

Requirements

• Typically requires a Bachelor’s degree and a minimum of 8 years of related experience; or an advanced degree with 6+ years of experience; or equivalent related work experience
• In depth experience supporting clients
• Minimum 5 years’ direct experience managing strategic accounts
• Banking or Banking software experience required
• Proven results in cross-sales quota and metrics-driven customer advocacy and satisfaction environment
• Proven executive relationship-building skills and experience maneuvering within C-level structure of a large account
• Articulate, thorough, and process-minded individual
• Must be willing to travel
• 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

• Build and maintain respectful and collaborative relationships with new and existing clients, as assigned
• Participate in the implementations process for new clients as assigned(optimally four times per year), 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 (but at least 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 Relationship Management
• Represent Q2 at customer events and Client User group sessions, as needed or assigned
• Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to
• 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

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