Manager, Engagement

7 days ago

Austin, 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:

The Q2 Premier Services team has a new career opportunity available for a Manager, Engagement. This key individual will be responsible for leading, guiding and owning multiple complex, large transformation engagements and ensuring client success, which includes ensuring business objectives and outcomes are met, overseeing end to end successful delivery of multiple large programs, delivery of financial metrics around program portfolio and managing client relationships and escalations. In addition, this position is responsible to assist in cross sell, up sell, driving CSAT, SME knowledge & best practices across the entire Consulting & Delivery practice.

The ideal candidate will have previous experience within the financial services industry, direct experience within previous partner/customer Enterprise Software operations, managed executive engagement, presentation and communications, and possess a strong consultancy acumen.

A Typical Day:

Seamlessly orchestrate all aspects of the client's experience lifecycle from Strategy Alignment to Management consulting including Custom Development & Delivery (Premier Services Delivery), Hosting and Support.

Responsible for ensuring high customer satisfaction across their entire Q2 experience, engagement renewal, reference-ability and Q2 contract renewal

Executes and manages the E2E engagement model that produces success for Premier/Enterprise customers.

Engage in regular cadence communications with customers to coordinate current and upcoming projects.

Pro-actively identify “at-risk” customers and develop strategies with internal teams, management and Executive Leadership Team to ensure customer retention.

Responsible for detailed delivery reviews, feedback, quality, risk mitigations, mentoring and guidance across multiple programs and guiding the teams across risks, issues, and roadblocks.

Responsible for solving customer escalations by analyzing the issues, doing root cause analysis, managing multiple stakeholder expectations, and bridging gaps.

Collaborates with Delivery Managers, Program Resource Manager and PMO Manager on staffing projects effectively, resource management and feedback, bookings, hiring plans and skills development.

Facilitates all negation efforts with customers surrounding contracts agreements.

Collaborates and manages with Sales on SOWs, estimation reviews and approvals, best practices in sales/delivery collaboration and process improvements in sales/delivery collaboration.

Thinks and acts critically to ensure relevance of services to meet changing client and industry needs

Understands the client’s short- and long-term strategy goals. Build a plan to integrate Premier Services and the client goals.

Manages project proposals, timelines and deliverable for engagements from proposal through implementation in conjunction with the Services Delivery team

Represents the client voice to internal cross-functional teams including Sales, CSM, Support and Product teams.

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.

Excellent problem-solving and consultative capabilities

Domain knowledge and industry awareness of market operations, Middle Office, Asset Servicing, reference data and compliance, risk, and finance

Excellent client facing skills in order to chair workshops and governance forums, understand problem statements, elicit client feedback, present proposals

Business development experience and commercial acumen – experience covering client organization, identifying opportunities, building and delivering commercial proposals

Following experience is a plus: Banking Operations Change or Operations IT experience, product or business development experience at a FinTech or Services provider, consultancy experience

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 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 supports dozens of wide-reaching organizations, such as the , and , promoting diversity and success in leadership and technology. Other deserving beneficiaries include helping LGBTQ communities, , and , a group helping veterans rebuild their lives with specially adapted homes.

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