Customer Success Manager Jobs

About The Position

Requirements

• Minimum of 8 years of Business to Business or Business to Consumer relationship management experiences with a Bachelors degree
• 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
• 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

• Minimum 4 years direct experience managing strategic accounts preferred
• Commercial Banking preferred

Responsibilities

• Build and maintain respectful and collaborative relationships with new and existing clients as assigned, resulting in their retention and expansion
• Participate at the final stages of a new client sales process and at defined points during implementation, not as their primary delivery liaison, but to begin building rapport with the client and to learn more about their business and needs
• Meet with assigned clients regularly to review their usage statistics and bank performance, determine any needs they may have, and position PrecisionLender/Q2 products and services to resolve/meet them
• As fellow members of the account team, partner with PrecisionLender Client Experience Managers to maintain clear communication and a shared plan of client service and success
• Manage client renewals for assigned accounts, including using the renewal event to assess client’s current state and determine additional needs that could be addressed by PrecisionLender/Q2
• Prepare and escalate pricing recommendations, adjustments, and credits through the defined Delegation of Authority (DOA) process
• Develop and negotiate proposals with clients; work with internal counsel to develop and deliver contractual amendments and new contracts
• Generate client interest and participation in PrecisionLender/Q2 events (client conference, user groups, client advisory boards, etc.)
• Secure client references and approve or decline reference requests from account executives and other relationship managers
• Maintain Client detail information in Salesforce (e.g., visit logs, call logs profile updates, client reference status, client retention risk ratings, holiday cards and gifts, etc.)
• Coordinate and deliver product demos and product-specific discussions for existing clients
• Based on feedback from clients, provide input to Product Team on system enhancements and new releases, including support of projects as needed
• Assist clients with documentation for audit requests (i.e. financials, or data from Q2 not posted in the Client portal)
• Coordinate, as needed, with vendor partners to address client requests
• Participate in cross sell campaigns as assigned
• Represent PrecisionLender/Q2 at client events, onsite group sessions, as needed or assigned
• Responsible for ensuring that all security, availability, confidentiality, and privacy policies and controls are adhered to

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”