Q2

Customer Experience Manager

Q2

full-time

Posted on:

Location Type: Hybrid

Location: Austin • Iowa • New York • United States

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About the role

  • 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.

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 Customer 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 up to 35%.
  • 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.
Benefits
  • 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”
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer relationship managementproject managementdata analysiscontract managementcross-salescustomer servicetechnical supportproduct knowledgesystem functionalityimplementation
Soft Skills
communicationrelationship-buildingproblem-solvingcollaborationjudgmentnetworkingprocess-orientedarticulationcustomer advocacyorganizational