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Customer Success Manager
1 month ago
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. The Job At-A-Glance Q2 is seeking a Customer Success Manager to build and maintain relationships with new and existing clients 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 Build and maintain respectful and collaborative relationships with new and existing clients, as assigned. Participate in the implementations process for new clients as assigned, 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. 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. Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to. Bring Your Passion, Do What You Love. Here's What We're Looking For: Typically requires a Bachelor’s degree and a minimum of 5 years of related experience; or an advanced degree with 3+ 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 advocacy and satisfaction environment; target $2.5M per year or as assigned. Proven executive relationship building skills and experience maneuvering within C-level structure of a large account. Articulate, thorough, and process-minded individual. 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. Q2’s compensation reflects the cost of labor across a variety of U.S. geographic markets, and we pay based upon the applicant’s geographic location as well as job-related knowledge, skills and experience. Health & Wellness Hybrid & Remote Work Opportunities Flexible Time Off Career Development & Mentoring Opportunities Generous Retirement Benefit Plans, including a company-matching HSA program. Health & Wellness Benefits, including a 12-weeks of parental leave for eligible new parents. Community Volunteering & Company Philanthropy Programs. Employee Peer Recognition Programs – “You Earned it”. 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, Ladders for Leaders, and The Trevor Project, promoting diversity and success in leadership and technology. 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. #J-18808-Ljbffr
