Customer Experience Manager

2mo ago

Job
Full-time
Senior Level
Customer Relations
Sales & Business Development
Austin
Quick Apply

AI generated summary

You need a Bachelor’s degree and 5 years of experience, strong relationship-building skills, banking software knowledge, and fluency in English. Ability to travel is required.
You will analyze client issues, communicate with RMs, manage complex accounts, ensure project delivery, provide technical support, and maintain relationships while supporting sales initiatives.

Requirements

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.
Business to Business or Business to Consumer relationship management or Client Service experiences preferred.
Q2, banking or banking software experience also strongly preferred.
Proven results in direct or support of cross-sales quota and metrics-driven client advocacy and satisfaction environment.
Proven relationship-building skills and experience maneuvering internally within a large corporation and externally within a client organization.
Applies company policies and procedures to resolve routine issues.
Exceptional level of knowledge of company products and services and may be tasked with introducing new products.
Articulate, thorough, and process-minded individual.
Ability to travel.
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.

Responsibilities

Applies company practices and procedures in analyzing and resolving client situations.
Works on complex issues where analysis of situations or data requires in-depth evaluation of variable factors. Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results.
Networks with key contacts outside own area of expertise.
Advanced knowledge in assisting and advocating for client completion of Project Workbooks, RFQs and Pre-Qual docs.
Assigned to larger, more complex, high visibility, strategic and tactically important clients.
Build and maintain respectful and collaborative relationships with new and existing clients, as assigned.
Participate in a scheduled weekly call with assigned Relationship Manager(s) (RM). Review plan for the week or coming week. Be familiar with RM Account Plans and Territory Plan and support those plans as needed.
Maintain clear communication and a shared plan of client service with assigned RM(s).
Vet/Research/Document any Enhancement/Custom Code/Professional Services requests with clients and provide estimate of hours and details to the RM for sales orders. Monitor coordination with any Development work required to ensure project timeliness. Assist RM with Enterprise Projects (mergers, acquisitions, core conversions).
Monitor delivery of Implementations projects to ensure highest Client Satisfaction. Participate in Net New Implementation kick off calls. Participate in periodic Implementation updates on Net New projects as available.
Complete Site and System reviews for Q2 clients and coordinate with RM on required follow up once the review is complete.
Support Case Review – As needed review of Support tickets as a preventative measure against escalations. Work with Support Management on tickets that need to have immediate attention for best Client Service.
Respond to more technical questions about system functionality from Q2 clients. Be familiar with Product roadmap and advise clients with questions on future developments.
Provide Uptime reports and Support Case closure and aging reports to RM’s as needed for client calls and client visits.
Maintain Client Engagement Program: Participate in regularly scheduled and as needed calls with assigned clients. Participate in in-person meetings with clients as appropriate.
Assist in the identification of beta and early adopter clients for upcoming Product and Feature releases. Serve as liaison for beta and Meta projects as needed.
Provide demos and/or training for clients as needed and in support of cross-sale efforts. Secure assistance from Solutions Consulting or Q2 Training as needed.
Ensure that client’s issues are dealt with efficiently by the other areas of Q2, as needed and inform Management of significant issues.
Provide contract renewal assistance to the RM for assigned accounts.
Coordinate, as needed, with vendor partners to address client requests.
Participate in cross-sell campaigns as identified by Management.
Represent Q2 at client 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. Identify product gaps and provide soft recommendations.
Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to.
Support efforts to secure client interest and attendance in Q2 events (User Group, Client Conference, Collaboration, etc.).
Support efforts to maintain client referenceability.
Assist with maintaining accurate client data in SalesForce.
Back-up RM when out of office.

FAQs

What is the main responsibility of the Customer Experience Manager at Q2?

The main responsibility is to ensure client satisfaction with company projects and services while developing ongoing relationships with clients to cultivate future projects and opportunities.

What qualifications are required for this position?

Typically, a Bachelor’s degree and a minimum of 5 years of related experience is required; or an advanced degree with 3+ years of experience; or equivalent related work experience.

Is experience in the banking industry preferred?

Yes, experience in Q2, banking, or banking software is strongly preferred.

How important are relationship-building skills for this role?

Extremely important, as proven relationship-building skills and the ability to maneuver within both the corporation and client organizations are crucial for success.

What kind of training or support does Q2 provide for its employees?

Q2 invests in the growth and development of its team members through ongoing learning opportunities, mentorship programs, and meaningful leadership relationships.

Are there opportunities for career advancement within the company?

Yes, Q2 offers various career development programs and encourages internal mobility for its employees.

What types of benefits does Q2 offer?

Q2 offers a range of benefits including competitive health insurance, flexible time off, career development opportunities, and a strong community volunteering and philanthropy program.

Is travel required for this position?

Yes, the position requires the ability to travel.

Does Q2 have a focus on diversity and inclusion?

Yes, Q2 aims to be a diverse and inclusive workforce, fostering mutual respect among employees and within the communities they serve.

What is the process for handling client requests or issues?

The Customer Experience Manager ensures that client issues are addressed efficiently by coordinating with other areas of Q2 as needed and informing management of significant issues.

Q2

Building strong, diverse communities by strengthening financial institutions with digital transformation solutions.

Finance

Industry

1001-5000

Employees

Mission & Purpose

Q2 is a financial experience company dedicated to providing digital banking and lending solutions to banks, credit unions, alternative finance, and fintech companies in the U.S. and internationally. With comprehensive end-to-end solution sets, Q2 enables its partners to provide cohesive, secure, data-driven experiences to every account holder – from consumer to small business and corporate. Headquartered in Austin, Texas, Q2 has offices throughout the world and is publicly traded on the NYSE under the stock symbol QTWO.