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