Q2
As passionate about our people as we are about our mission!
Austin, TX
Remote
Hybrid

Client Experience Manager

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Q2 has a great new opportunity available for a Client Experience Manager. In this role, you 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. This critical role will provide input to Product Management on enhancements and new releases, identify product gaps, provide software recommendations and act as a back-up when the Relationship Manager is out of the office.

If you have technical mindset along with the ability to build stellar relationships with clients, this is the position for you!

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

  • 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

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

  • Exceptional level of knowledge of company products and services and may be tasked with introducing new products

  • Must be articulate, thorough, and process-minded

  • Travel up to 10% (when safe to do so)

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.

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What are Q2 Perks + Benefits

Q2 Benefits Overview

At Q2, we are as passionate about our people, as we are about our mission!
Q2 invests in our employee's success by providing robust employee health and wellness benefits.

Some Benefit Highlights include:
* Lifestyle Spending Accounts (For Gym, Babysitter, DogSitter etc.)
* Family Planning Benefits (Including Adoption Support)
* Parental Leave Benefit: New parents can enjoy 12 weeks of paid leave.
* Flexible Time Off
* HSA Matching Program
* 401K Matching Program
* Career Development Programs
* Active ERG Teams, Communities and Education
* Q2 Community and Philanthropy Programs
* Our You Earned it! Employee Rewards & Recognition Program:
These are points given between any employee recognizing great work or collaboration. The points are redeemed for products, or converted into cash donations for various charities of choice,. They can also be donated to our employee compassion fund. (See below)
* Q2 Employee Compassion Fund - Our employees donate to this fund, which is established for Q2 employees who may need short term assistance.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Employee resource groups
Employee-led culture committees
Hybrid work model
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated unconscious bias training
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Charitable contribution matching
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Flexible time off
Office Perks
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Relocation assistance
Fitness stipend
Onsite gym
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Continuing education stipend
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

Want to know more about our authentic culture and work environment?
Check us out at: https://www.q2.com/culture and explore jobs today.
We'd love you to join our super hero "Circle of Awesomeness" and be part of #Q2Peeps today!

Q2 hosts various employee recognition events, philanthropic activities and our communities events, as part of our mission to build stronger more diverse communities:
* Dodgeball for Charity! (We raised $102K- last year!)
* Q2 Spark (Part of our mission to support our communities, and the communities of our customers!)
* Q2 Philanthropy Fund! We have partnered with Austin Community Foundation to make it easier and more accessible for non-profit organizations to apply for grants from Q2, as part of our community support mission.
(Check out the Q2 Stadium Dreamstarter Program!)
* Annual Employee Appreciation Day!
* Our Annual Circle of Awesomeness Celebration (A full day's celebration of employee recognition for outstanding achievements!)

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