Client Experience Manager

| 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 implementing clients and ensure satisfaction within company products and services.

Responsibilities:

As part of our Delivery team, the Client Experience Manager (CEM) supports our clients through platform onboarding and initial adoption period, ensuring successful implementation and use of the software. 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 related to delivery of the platform.

  • Provide 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.

  • 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.

  • 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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Location

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

An Insider's view of Q2

What are some social events your company does?

We host a variety of fun events appealing to our community of interest groups, ranging from an annual Dodgeball tournament benefiting JDRF Austin, to celebrating Diwali, to quarterly culture events following our townhalls that include something for everyone!

Kelley

Sr. Community & Culture Champion

How has your career grown since starting at the company?

I started on Helpdesk, after 2 years got training and certification as Salesforce Administrator, now working in that role at Q2.

Andy

Salesforce Admin.

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

What are Q2 Perks + Benefits

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
Someone's primary function is managing the company’s diversity and inclusion initiatives
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) Matching
Company Equity
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
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
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications
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