Customer Success Manager

• Build and maintain respectful and collaborative relationships with new and existing clients
• 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 (a minimum of 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 Customer Success
• 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

Senior Customer Success Manager

Technical Writer

• Supports product and implementation documentation needs by creating clear, accurate, and structured content.
• Collaborates with cross-functional teams to ensure proper capture and dissemination of technical information for internal teams and customers.
• Interview developers, product owners, project managers, implementation engineers, and other subject matter experts to gather and document technical details for product features, setup, configuration, and implementation.
• Research, write, edit, and review product and implementation documentation within established timelines, ensuring clarity, completeness, technical accuracy, and exceptional user experience.
• Create and maintain supporting visuals, including illustrations, screenshots, and diagrams, as needed to enhance understanding and usability.
• Coordinate with downstream teams to ensure required documentation for development efforts is completed and delivered to appropriate internal stakeholders and/or customers.
• Participate in documentation planning activities, including defining audience, performing task analysis, preparing documentation plans, and supporting content delivery schedules.
• Review and validate technical documentation produced by other teams for technical accuracy, quality, and adherence to Q2 documentation standards and style guidelines.
• Contribute to the development and maintenance of documentation templates, structured content, and single-sourcing practices within a component content management system (CCMS), such as Paligo.
• Identify documentation gaps, recommend improvements, and support continuous improvement of documentation processes and tooling.
• Create documentation and content optimized for AI consumption, including tagging, structured metadata, and clear semantic organization to improve discoverability and generative content use.
• Navigate ambiguity and evolving technical requirements by applying strong analytical, problem-solving, and judgement skills to define documentation scope, priorities, and approach.
• Ensure all documentation adheres to Q2 security, availability, confidentiality, and privacy policies and controls.
• Perform other related duties as assigned.

Solutions Engineer

• Mastery of the live software demo
• Serve as a subject matter expert on Q2 solutions and how they address the prevailing needs of the market
• Perform needs analysis with clients and translate that to Q2 solutions
• Develop and deliver compelling solution presentations to clients and prospects
• Collaborate with Regional Sales Managers (RSM) and Customer Success Managers (CSM) throughout the sales process, working with different customers segments (Tiers) and financial institution types
• Serve as a supporting role in client engagements including co-presenter, documenter, and observer
• Share case studies and examples of successful implementations to illustrate best practices
• Act as an open collaborator within the SC team on best practices, competitor analysis, client reactions, and demo techniques
• Participate in regular feedback loops to share client and prospect input with Product Management
• Support Q2 marketing efforts supporting webinars, campaigns, trade shows/exhibiting, speaking, and our user conference
• Provide technical leadership and support for RFI/RFP processes

Senior Solutions Consultant

Sales

• Identify and prospect new business for both new clients and with existing accounts
• Work with Q2 Relationship Management team to identify potential opportunities for new business growth
• Help drive enterprise business through outbound prospecting via cold calling, email, social, in-person, etc
• Overcome technical, budgetary, and/or competitive sales objections to position Q2 products against the competition
• Manage, track and report on all activities and results using Salesforce CRM
• Use Salesforce.com and other sales automation tools to provide weekly, monthly and quarterly reports
• Respond to and qualify incoming web and phone inquiries regarding Q2 products
• Maintain active engagement with new and existing leads through creative follow-up communications designed to increase customer interest in Q2 products

Senior Regional Sales Manager, Relationship Pricing

Customer Support

• Ensures that the customer is satisfied with company projects and services.
• Works closely with the Customer Success Manager (CSM) and oversees day-to-day relationship with customer.
• Ensures that schedules and budgets are met according to contractual agreements.
• Works with customers to cultivate future projects and qualify new opportunities.
• Consults with other team members (project management/services/support/client care) to be sure mutual objectives are met.
• Applies company practices and procedures in analyzing and resolving customer 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 customer completion of Project Workbooks, RFQs and Pre-Qual docs.
• Build and maintain respectful and collaborative relationships with new and existing customers, as assigned.
• Participate in a scheduled calls with assigned Customer Success Manager(s) (CSM).
• Be familiar with CSM Account Plans and Territory Plan and support those plans as needed.
• Maintain clear communication and a shared plan of customer service with assigned CSM(s).
• Vet/Research/Document any Enhancement/Custom Code/Professional Services requests with customers and provide estimate of hours and details to the CSM for sales orders.
• Monitor coordination with any Development work required to ensure project timeliness.
• Assist CSM with Enterprise Projects (mergers, acquisitions, core conversions).
• Monitor delivery of implementations projects to ensure highest Client Satisfaction.
• Complete Site and System reviews for Q2 customers and coordinate with CSM on required follow up once the review is complete.
• Support Case Review – Work with Support Management on tickets that need to have immediate attention or escalation for best Customer Service.
• Respond to more technical questions about system functionality from Q2 customers.
• Be familiar with Product roadmap and advise customers with questions on future developments.
• Provide Uptime reports and Support Case closure and aging reports to CSM’s as needed for customer calls and customer visits.
• Maintain Customer Engagement Program: Participate in regularly scheduled and as needed calls with assigned customers.
• Participate in in-person meetings with customers as appropriate.
• Provide demos and/or training for customers as needed and in support of cross-sale efforts.
• 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 assistance and input to the CSM and Renewal Specialist for assigned accounts.
• Represent Q2 at customer events and Customer User group sessions, as needed or assigned.

Customer Experience Manager

Project Manager

• Data Analysis and Reporting: Collect, analyze, and interpret operational data to identify trends and areas for improvement. Develop and maintain reports and dashboards to track key performance indicators (KPIs). Present findings and recommendations to management through clear and concise reports. Should be able to understand and design What-if models for project P&L and resource allocations
• Process Improvement: Evaluate existing operational processes and identify opportunities for improvement. Develop and implement process improvement strategies to increase efficiency and reduce costs. Collaborate with cross-functional teams to implement changes and monitor their impact.
• Project Management: Assist in planning and executing operational projects. Track project progress, identify potential issues, and ensure timely completion of milestones. Coordinate with stakeholders to ensure project objectives are met. Coordinating any major transitions within the company, such as financial, technological, operational, and governance changes. Generate reports & dashboard related to Program health considering cost, efficiency, timelines etc.

Senior Operations Project Manager

Account Manager

• Build and maintain strong, professional relationships with third-party digital banking consultants who advise potential clients in Q2’s target markets.
• Review pipeline in process and upcoming pipeline opportunities with key consultants to understand top of funnel opportunities along with strategic deal conversations to help Q2 position itself to grow our consultant lead customer base.
• Develop and execute partnership strategies that generate qualified opportunities for Q2’s sales teams.
• Serve as the primary point of contact for these consultants ensuring consistent communication and alignment with Q2’s business goals. Serve as an escalation point as needed for these relationships.
• Position Q2’s solutions within relevant market reports, research, and evaluations data.
• Deliver Q2 differentiated messaging to key consultants to educate them on our solutions.
• Train Sales and Customer Success teams on key consultant relationships.
• Coordinate briefings and updates with these consultants to ensure Q2’s messaging is consistent and impactful.
• Track consultant insights to inform go-to-market strategy and competitive positioning.
• Partner with Marketing, Sales, Customer Success and Product teams to align partnership activities with Q2’s growth initiatives.
• Support the development of co-branded materials, consultant reports, and partnership enablement tools.
• Provide insight and feedback from consultants to help shape Q2’s strategic messaging and market approach.
• Establish clear metrics and track the performance of partnership-driven pipeline contributions.
• Prepare regular reports and presentations on partnership outcomes and market intelligence for leadership.
• Continuously assess and refine strategies to maximize impact and efficiency of partnership efforts.

Senior Partnership Manager

Program Manager

• Lead and manage large-scale programs, ensuring timely and successful delivery.
• Develop and implement program plans, including scope, schedule, budget, and resource allocation.
• Collaborate with stakeholders to define program objectives, requirements, and deliverables.
• Identify and mitigate risks, ensuring program goals are achieved within constraints.
• Coordinate and lead cross-functional teams, including technical, operations, and business stakeholders.
• Monitor program progress, track milestones, and provide regular status updates to senior management.
• Regularly interact with internal and external leadership, including executives, acting as the primary escalation point.
• Create and maintain program documentation, including standard artifacts and reporting dashboards.
• Define and manage program governance (controls).
• Actively manage risks and issues, taking appropriate corrective measures.
• Maintain a forward-looking view of assigned programs, anticipating issues before they arise.
• Ensure compliance with industry standards, regulations, and best practices.
• Foster a culture of continuous improvement and innovation within the program team.
• Interpret contract terms and manage program scope and deliverables accordingly.
• Provide mentorship and guidance to junior team members.

Senior Program Manager

Product Manager

• Develop a deep understanding of financial institution requirements.
• Maintain and groom the product backlog; write clear user stories with acceptance criteria.
• Collaborate with engineering, data science, and fraud operations to refine, test, and deploy features.
• Assess trends and recommend real-time adjustments to models and risk thresholds.
• Facilitate Agile ceremonies: sprint planning, daily stand-ups, sprint reviews, and retrospectives.
• Remove obstacles and address dependencies that impede team progress.
• Ensure alignment between product strategy and sprint execution.
• Work with UX designers to create intuitive interfaces for product features.
• Support QA efforts by defining test cases and acceptance criteria.
• Act as the voice of the customer within the development team.
• Engage with clients to optimize fraud prevention strategies.
• Document product features, user stories, and requirements in Jira and Confluence.
• Monitor and report sprint progress and assist in user acceptance testing with customers.

Product Owner

Consultant

• Serves as a subject matter expert on assigned customers’ usage and continuous adoption of Q2's products and services
• Helps build, refine and lead customer programs (training, education, best practices, strategic tactics) that drive value realization of Q2's products and services
• Analyzes customer usage data to identify risks, trends and opportunities to improve customer outcomes
• Continuously evaluates and refines customer enablement programs to ensure effectiveness and customer satisfaction
• Partners with Client Success Manager to understand the customer's strategy and objectives and applies intense curiosity in how Q2 products and services help the customer achieve success
• Serves as the day-to-day point of contact for customer representative(s) responsible for managing our products at the FI (Financial Institution) and supports them in aligning the administration of Q2's products and services to the FI's strategic goals
• Contributes adoption and usage strategies to Account Plans based on customer strategies and leads execution with client and internal partners
• Understands and proactively addresses the impact of customer initiatives and feature requests on the overall customer experience, strategy and value generation from Q2's products
• Serves as primary advocate and translator of customer initiatives and requests to our internal product and technical partners
• Participates in quarterly and executive business reviews with responsibility for reporting on customer usage of Q2 products
• Develop a deep knowledge of Q2 solutions to best support clients in maximizing their value.
• Keep up with relevant banking and financial services industry trends and share helpful information with clients.
• Recognize new opportunities where our solutions could further contribute to our customers’ objectives or solving challenges
• Contribute customer specific context in support of RSM and/or CSM sales and renewal activities
• Adept at setting and managing customer expectations
• Embrace change, seek out new initiatives and provide ideas and recommendations to better serve our clients.
• Deliver experiences and results such that clients cannot imagine doing business without our solutions.