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Sr. Customer Success Manager
2 months ago
Q2 is seeking a 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. Ultimately, your charge will be to build a portfolio of lifelong customers that advocate for deep and expanded usage of Q2 solutions.
A Typical Day
Identify and/or develop key relationships across our organization and our customers
Lead client discovery calls to understand customer needs and potential solutions
Plan and lead business reviews, including strategies, Q2 roadmaps, and relevant industry best practices to help meet customer growth objectives
Lead strategic calls with executives to ensure they stay well-informed about Q2, our solutions, services, and innovation, and that Q2 is meeting their expectations as a trusted partner
Engage with a cross-function of internal teams to proactively ensure the Q2 solutions delivered are understood and optimize and aligned to stated business objectives, celebrating successes and adapting to changes along the way
Work in partnership with Customer Experience Managers to build Success Plans that drive usage, adoption, and optimization
Collaborate with Implementation/Delivery/Professional Services teams to help understand custom requirements, promote solutions, align executive leadership, and facilitate decisions
Draft and deliver proposals that clearly articulate solutions and impact for customers
Identify, forecast, and build a pipeline for expansions and incremental customer solutions
Lead negotiations of contract renewals and incremental services and/or solutions
Represent Q2 at customer events and user group sessions, as needed or assigned
Promote Q2 innovations with customers and across industry networks
Work alongside a dynamic and committed team of humans
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.
5+ years of Business to Business or Business to Consumer relationship management experiences strongly preferred.
In depth experience supporting clients
Minimum 4 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
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.
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