Senior Customer Success Manager

6 days ago

Austin, Texas, United States Q2 Software, Inc Full time
About the Role

We are seeking a highly skilled Senior Customer Success Manager to join our team at Q2 Software, Inc. As a key member of our customer success team, you will be responsible for coaching and guiding a team of Customer Success Managers in selling our company's products and services, as well as maintaining relationships with existing accounts.

Key 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, 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, 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.
Requirements
  • Typically requires a Bachelor's degree and a minimum of 12 years of related experience; or an advanced degree with 8+ 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.
What We Offer
  • 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.
About Q2 Software, Inc.

At Q2 Software, Inc., our mission is to 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. We are an equal opportunity employer and do 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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