Q2
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Austin, TX
Remote

Client Experience Manager at Q2 (Austin, TX or Remote)

| Austin | Remote
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PrecisionLender, a Q2 Company is seeking a Client Experience Manager to serve in a leadership capacity across other functional teams (product management, development, professional services) to ensure the successful implementation of the PrecisionLender platform and related modules. Key components of success include ensuring that timelines, deliverables, and budgets are met according to contractual agreements This individual will manage the day-to-day relationship with clients and ensure satisfaction within company products and services.

They will also partner with Relationship Managers to understand the strategic business objectives of our clients to help ensure their long-term success.

    Responsibilities:

    As part of our Delivery team, the Client Experience Manager (CEM) supports our client’s post-sale through the onboarding process of our software and beyond. As a CEM, it is your responsibility to know what makes our banking clients tick - their business objectives, priorities, processes, and pain points to determine how PrecisionLender can best support them today and in the future. This is accomplished by doing the following:

    • Manage assigned client relationships, partnering with our Professional Services, Product and Development teams for support on technical and/or complex issues.

    • Prepare for, schedule, and conduct regular client routines to evaluate and understand each client’s expectations and to develop action plans to help them move forward.

    • Provide ongoing project management and analytical support to clients in support of their overall business strategies and pricing platform implementation.

    • Proactively help keep clients on track, assisting clients "see around corners," and spotting trouble before it happens.

    • Develop a deep knowledge of the PrecisionLender platform to best support clients and work effectively with development and product teams.

    • Keep up with relevant banking and financial services industry trends and share helpful information with clients.

    • Share relevant updates to the software and help clients ensure their teams understand how these can be valuable to their business decisions.

    • Work with the client Relationship Manager (RM) to help clients see the value of optional features they have not purchased to support future upsells as appropriate.

    • Make sure clients are getting the benefits of all the resources we provide (our support portal, monthly educational webcasts, newsletter, blog, etc.).

    • Embrace change, seek out new initiatives and provide ideas and recommendations to better serve our clients.

    • Connect with clients in-person when possible.

    • Create strong relationships so clients cannot imagine doing business without our solution.

    • Provide input to Product Management on enhancements and new releases, including support of commercialization of new projects as needed. Identify product gaps and provide recommendations based on client feedback.

    Experience & Knowledge:

    • Typically requires a Bachelor’s degree (in Business Administration, Finance, Accounting or Economics is strongly preferred) and a minimum of 8 years of related experience working directly with internal or external clients to solve problems, provide guidance and facilitate conversations that increase client relationships and future business opportunities; or an advanced degree with 6+ years of experience; or equivalent related work experience.

    • A strong understanding of Banking, Financial Services and financial statement analysis is a must for this role. Your main audience in this position are executives and leaders in the field of Commercial Lending therefore it is imperative that you understand the banking industry to support our clients to the fullest. 

    • Experience with technology implementations and how various functional roles work together to make them successful (e.g. development, project management, testing, product management, etc.).

    • Proven relationship-building skills and experience maneuvering internally within a large corporation and externally within a client organization.

    • Strong verbal and written communication skills.

    • Detail oriented with an emphasis on organization and process improvement.

    • Ability to manage multiple projects simultaneously.

    • Embraces change and can adapt quickly as priorities shift.

    • Focuses on listening more than talking and enjoys truly connecting with people.

    • Ability to thrive in an environment where no two days look alike and there is always a problem to be solved.

    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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    Where we are

    Our HQ is in North Austin, near Lakeline Mall area with easy access to multiple highways and the Toll road.

    Technology we use

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    What are Q2 Perks + Benefits

    Q2 Benefits Overview

    At Q2 we celebrate and recognize our success is based on the well being of our people. Q2 invests in robust employee health and welfare benefits including generous PTO, HSA Match Program, 401K Match program, Family Planning and Parental Leave benefits, along with a Hybrid Work Environment.

    Culture
    Volunteer in local community
    Partners with Nonprofits
    Friends outside of work
    Eat lunch together
    Intracompany committees
    Open door policy
    Team owned deliverables
    Team based strategic planning
    Group brainstorming sessions
    Open office floor plan
    Diversity
    Dedicated Diversity/Inclusion Staff
    Highly diverse management team
    Unconscious bias training
    Diversity Employee Resource Groups
    Hiring Practices that Promote Diversity
    Health Insurance & Wellness Benefits
    Flexible Spending Account (FSA)
    Disability Insurance
    Dental Benefits
    Vision Benefits
    Health Insurance Benefits
    Life Insurance
    Pet Insurance
    Wellness Programs
    Onsite Gym
    Mental Health Benefits
    Retirement & Stock Options Benefits
    401(K)
    401(K) Matching
    Company Equity
    Employee Stock Purchase Plan
    Match charitable contributions
    Child Care & Parental Leave Benefits
    Generous Parental Leave
    Flexible Work Schedule
    Remote Work Program
    Family Medical Leave
    Adoption Assistance
    Vacation & Time Off Benefits
    Unlimited Vacation Policy
    Generous PTO
    Paid Volunteer Time
    Paid Holidays
    Paid Sick Days
    Perks & Discounts
    Casual Dress
    Company Outings
    Game Room
    Stocked Kitchen
    Some Meals Provided
    Happy Hours
    Parking
    Relocation Assistance
    Fitness Subsidies
    Professional Development Benefits
    Job Training & Conferences
    Diversity Program
    Lunch and learns
    Cross functional training encouraged
    Promote from within
    Mentorship program
    Continuing Education stipend
    Time allotted for learning
    Online course subscriptions available
    Customized development tracks
    Paid industry certifications

    Additional Perks + Benefits

    Q2 also hosts various employee recognition events & activities including:
    * Dodgeball for Charity!
    * Annual Employee Appreciation Day
    * Our Annual Circle of Awesomeness Celebration (A full day's celebration of employee awards)
    * Community Involvement Activities (#Q2Spark)
    * You Earned it! Employee Rewards Program: These are points given from peer to peer recognizing employees for work well done. These points are redeemed for products, or converted into cash donations for various charities of choice, or given to as cash donation to our employee compassion fund.

    An Insider's view of Q2

    What are some social events your company does?

    It's all about the Dodgeball ! We host a HUGE Dodgeball event fundraising for charity. Last year we served the Juvenile Diabetes (JDRF) in Austin. Other companies play for charity with us. We have quarterly events after our townhall company mtgs., community events, and employee recognition events like our "Circle of Awesomeness" celebration!

    Kelley

    Sr. Community & Culture Champion

    How do you collaborate with other teams in the company?

    We have such a collaborative and friendly environment, it's truly authentic and very different from other companies. We're genuinely happy to invest in each other's success and our ability to learn (both technically and personally ) as a team. Q2'ers are really good people I admire and have fun with, at work and socially.

    Mo

    Staff Software Engineer

    How has your career grown since starting at the company?

    I started out as an individual contributor, ultimately finding my passion as a Product Management Leader. Leadership here including SVPs, VPs and Directors in our Product and Engineering groups show a genuine and active interest in mentoring to aid in our career growth. I also like our “Q2 EDU” learning platform.

    Clayton

    Manager, Product Management

    How do your team's ideas influence the company's direction?

    It's important to see yourself as being part of something bigger then ourselves. Learning about people, and not just the work they're doing, but who they are, helps you become an empathetic and more effective leader. Tapping into what people *love* doing, and finding opportunities to match their passion and skills in their work is what we do!

    Sherril

    VP, Product and Engineering

    How would you describe the company’s work-life balance?

    I had no idea when I decided to come to Q2 how much fun working here would be. While we work hard to drive big results, we also find opportunities to have a great time. This is the first work environment where I truly feel that I have found a supportive work family.

    Taylor

    HR Business Partner

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