BaaS Client Experience Manager
Q2 Banking as a Service (Q2 BaaS) is an exciting, part of Q2 (QTWO: NYSE) that offers Fintech, Major Brands, and Financial Institutions an open based bank compliant system of record through an industry leading set of programs that enable the creation of mobile and digital user experiences to deliver financial service products. Q2 BaaS partners with Banks of Record (BORs) to support clients like Square, Acorns, Betterment and Credit Karma. We are looking for a key team member to support BOR partners and the ongoing expectations for these relationships. The role is ideal for a highly motivated, can-do attitude individual who can network and establish relationships, both internally and externally, influence decision-makers at all levels, and wishes to immerse themselves into the commercial dynamics of a successful growing company. Come join the team we are building out on our multi-tenant cloud system of record being used by millions of customers across hundreds of amazing clients and growing. In this role, you will be a key member of the team responsible for creating tactics that will be in lockstep with our divisional strategy for executing our mission and facilitating the goals of our BORs and fintech clients. You’ll be responsible for directly managing key BOR relationships, adapting the engagement model to support scalable growth, and providing a voice in the direction of our bank partner program.
This is a tremendous opportunity for a person wanting to be challenged and create an impact. The ideal candidate has a background in banking and executive-level relationship management with an emphasis on corporate relationships, digital and mobile financial service delivery. The candidate is confident, highly organized, committed, and well-respected by peers, with relationships that can be leveraged to help deliver on Q2 Open goals. The successful candidate will be highly professional, ethical, and rigorously honest. This individual will ensure the Company's culture is maintained at all levels and that the achievement of goals will enhance the Company's core values, purpose, and mission. This position will report to Senior Direct of Operations.
Summary of Key Responsibilities:
- Support planning and managing the strategic objectives of the Bank of Record program for Q2 BaaS on an annual basis
- Establish an understanding of the business objectives of our BORs and match these with our range of services to create and maximize business opportunities, operational efficiencies, and the growth of Q2 BaaS
- Act as primary and escalation point for BORs for Q2 BaaS
- Negotiate contracts and sales orders
- Scope BORs business requests to enhance solutions, services, and products for new and existing needs
- Source and deliver analytics and research internal and externally to BORs
- Manage & Interact regularly with internal matrix relationships including Legal, AR, Tech Support, Operations, and Business Development
- Measure and report on impact (monthly, quarterly and annually)
- Contribute to events, marketing and communications
Qualifications & Experience:
- Team leadership experience, with ability to influence all levels of management in a matrix organized company
- Experience working with C-level and Senior Executives to understand their goals, provide a consultative approach to their strategy, and recommend appropriate solutions
- Minimum 8 years of relevant work experience in banking and relationship management with a preference for knowledge of banking operations, financial services technology, payments, digital/mobile channel delivery
- Excellent knowledge of banks services, payments, and digital banking
- Business, marketing or other relevant (academic) degree;
- Creative, persistent, and outgoing personality, eager to learn
- Excellent communication, negotiation, and reporting skills
- Superior analytical skills, using data to identify underlying trends and make informed decisions
- Comfortable with ambiguity and complexity
- A complete team player; dedicated to the success of Q2 BaaS; acts out of a sense of shared responsibility and ownership for the success of the entire enterprise
- Ability to operate independently and in a team to manage company goals
- Ability to adapt to a rapidly changing market environment
- Solution-based approach to BORs with a good understanding of operations
- Ability to travel approximately 20-30% or greater as needed to visit clients
- Inform Steering Committee and Executive Leadership team where appropriate
- Educate internal partners via internal communication plan
At Q2, our goal is to be a diverse and inclusive workforce that fosters mutual respect for our employees and the communities we serve. Q2 is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.