Customer Experience Manager

Customer Experience Manager

Q2 is a leading provider of digital banking and lending solutions to banks, credit unions, alternative finance companies, and fintechs in the U.S. and internationally. Our mission is simple : build strong and diverse communities through innovative financial technologyand we do that by empowering our people to help create success for our customers.

Q2 is seeking a Customer Experience Manager who will report to the Customer Experience Team Manager. The Customer Experience Manager 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.

A typical day includes :

• Applying company practices and procedures in analyzing and resolving customer situations.
• Working on complex issues where analysis of situations or data requires in-depth evaluation of variable factors.
• Networking 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.
• May be assigned to larger, more complex, high visibility, strategic and tactically important customers.
• Building and maintaining respectful and collaborative relationships with new and existing customers, as assigned.
• Participating in scheduled calls with assigned Customer Success Manager(s) (CSM). Review plan for the week or coming week. Be familiar with CSM Account Plans and Territory Plan and support those plans as needed.
• Maintaining clear communication and a shared plan of customer service with assigned CSM(s).
• Vetting / researching / documenting any Enhancement / Custom Code / Professional Services requests with customers and providing estimate of hours and details to the CSM for sales orders. Monitoring coordination with any Development work required to ensure project timeliness. Assisting CSM with Enterprise Projects (mergers, acquisitions, core conversions).
• Monitoring delivery of implementation projects to ensure highest client satisfaction. May participate in periodic Implementation project updates on Net New projects as available.
• Completing Site and System reviews for Q2 customers and coordinating with CSM on required follow up once the review is complete.
• Supporting Case Review working with Support Management on tickets that need to have immediate attention or escalation for best Customer Service.
• Responding to more technical questions about system functionality from Q2 customers. Being familiar with Product roadmap and advising customers with questions on future developments.
• Providing Uptime reports and Support Case closure and aging reports to CSM's as needed for customer calls and customer visits.
• Maintaining Customer Engagement Program : participating in regularly scheduled and as needed calls with assigned customers. Participating in in-person meetings with customers as appropriate.
• Assisting in the identification of beta and early adopter customers for upcoming Product and Feature releases. Serving as liaison for beta projects as needed.
• Providing demos and / or training for customers as needed and in support of cross-sale efforts. Securing assistance from Sales Specialists, Solutions Consulting or Q2 Training as needed.
• Ensuring that customer's issues are dealt with efficiently by the other areas of Q2, as needed and informing Management of significant issues.
• Providing contract renewal assistance and input to the CSM and Renewal Specialist for assigned accounts.
• Coordinating, as needed, with vendor partners to address customer requests.
• Participating in cross-sell campaigns as identified by Management.
• Representing Q2 at customer events and Customer User group sessions, as needed or assigned.
• Providing input to Product Management on enhancements and new releases, including support of commercialization projects as needed. Identifying product gaps and providing soft recommendations.
• Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to.
• Supporting efforts to secure customer interest and attendance in Q2 events (User Group, Customer Conference, Collaboration, etc.).
• Supporting efforts to maintain customer referenceability.
• Assisting with maintaining accurate customer data in SalesForce.
• Back-up CSM when out of office.

Experience and knowledge :

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.

Q2's compensation reflects the cost of labor across a variety of U.S. geographic markets, and we pay based upon the applicant's geographic location as well as job-related knowledge, skills, and experience. This position is an exempt position and the range for this position for New York City, Seattle and the San Francisco Bay Area-based roles is $81,000.00-$107,000.00. For New York state (outside New York City), Washington state (outside Seattle), California (outside the San Francisco Bay Area), and Colorado-based roles, the anticipated base salary range for this position is $63,000.00-$90,000.00. Your recruiter can share more about the specific salary range for the applicant's actual geographic location during the hiring process. Salary ranges for Sales positions are expressed as total target compensation (TTC = base + commission). A variable bonus and / or restricted stock unit grant may be provided as part of the compensation package in addition to a range of medical, financial, and / or other benefits, dependent on the position offered.

Health & Wellness

We're proud to foster a supportive, inclusive environment where career growth, collaboration, and wellness are prioritized. And our benefits go beyond healthcareoffering resources for physical, mental, and professional well-being. Q2 employees are encouraged to give back through volunteer work and nonprofit support through our Spark Program. We believe in making an impactin the industry and in the community.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, or veteran status.