Client Experience Manager
Q2 is seeking a Client Experience Manager who will work closely with the Relationship Manager team overseeing the day-to-day relationship with clients ensuring satisfaction within company projects and services. In addition, the CEM will ensure that schedules and budgets are met according to contractual agreements while working with the client to cultivate future projects and qualify new opportunities. He/she will also consult with other team members (project management/services/support/client care) to be sure mutual objectives are met.
RESPONSIBILITIES:
- Apply company practices and procedures in analyzing and resolving client situations
- Work on complex issues where analysis of situations or data requires in-depth evaluation of variable factors. Exercise judgment in selecting methods, techniques and evaluation criteria for obtaining results
- Network with key contacts outside own area of expertise
- 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
- 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
- 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
- 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
- Support efforts to secure client interest and attendance in Q2 events (User Group, Client Conference, Collaboration, etc.)
- Assist with maintaining accurate client data in SalesForce
- Back-up RM when out of office
EXPERIENCE AND KNOWLEDGE:
- 5+ years of Business to Business or Business to Consumer relationship management or Client Service experiences
- Q2, banking or banking software experience preferred
- Proven results in direct or support of cross-sales quota and metrics-driven client advocacy and satisfaction environment
- Advanced knowledge in assisting and advocating for client completion of Project Workbooks, RFQs and Pre-Qual docs
- 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
- Travel up to 10% during normal business times