Senior Customer Success Manager

2 months ago

Cary, North Carolina, United States Q2 Full time

As passionate about our people as we are about our mission.
What We're All About :
Q2 is proud of delivering our mobile banking platform and technology solutions, globally, to more than 22 million end users across our 1,300 financial institutions and fintech clients. At Q2, our mission is simple: Build strong, diverse communities by strengthening their financial institutions. We accomplish that by investing in the communities where both our customers and employees serve and live.
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 a Sr. Customer Succes Manager who will be responsible for delivering sales and leading strategic engagements for our Q2 Centrix clients, across all banking spectrums. Building, deepening and retaining client relationships, extending contracts, as well as cross-selling new products and capabilities, are all critical components of this role, as is the ability to partner effectively internally to ensure client needs are met across the organization. The ideal candidate is someone who has a zest for strategic conversations and the ability to close business deals that effectively meet client needs and deliver on sales goals.
A Typical Day :

  • Build and maintain respectful and collaborative relationshi ps with new and existing clients, as assigned
  • Identify opportunities and cross-sell additional Q2 products to established client base
  • Help with contract renewal negotiations for assigned accounts
  • Leverage effective sales methodologies to forecast and build a strong lead pipeline
  • Analyze client problems, needs and requirements, and then position Q2 products and services to resolve/meet them
  • Deepen relationships with client base, developing executive contacts across the organization
  • Plan and lead quarterly business reviews, tying client strategies to presentation content, sharing Q2 roadmaps and providing industry-relevant knowledge to help meet client growth objectives
  • Lead monthly strategic calls with executives, ensuring Q2 is meeting the expectations of the FI and that we are perceived as a partner vs vendor
  • Represent Q2 at client events and user group sessions, as needed or assigned
  • Provide input to Product Management on recommended enhancements based on client feedback
  • Provide product information on regular cadence to drive client interest and showcase Q2 innovation

Bring Your Passion, Do What You Love. Here's What We're Looking For :

  • 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 4 years' direct experience managing strategic accounts preferred.
  • Banking or Banking software experience .
  • Proven results in cross-sales quota and metrics-driven customer advocac y 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

#LI-BW1
#LI-Hybrid
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.
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"

Click here to find out more about the benefits we offer.
How We Give Back to the Community:
You can learn more about our Q2 Spark Program, Q2 Philanthropy fund, and our employee volunteering programs on our Q2 Community page . Q2 supports dozens of wide-reaching organizations, such as the African American Leadership Institute , and The Trevor Project , promoting diversity and success in leadership and technology. Other deserving beneficiaries include Resource Center helping LGBTQ communities, JDRF , and Homes for our Troops , a group helping veterans rebuild their lives with specially adapted homes.
At Q2, our goal is to be a diverse and inclusive workforce that fosters mutual respect for our employees and the communities we serve. Q2 is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

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