Client Experience Manager at Q2

| Austin | Remote
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Q2 is seeking a Client Experience Manager to ensure that the client is satisfied with company projects and services. Works closely with the Relationship Manager and oversees day-to-day relationship with client. Ensures that schedules and budgets are met according to contractual agreements. Works with client to cultivate future projects and qualify new opportunities. Consults with other team members (project management/services/support/client care) to be sure mutual objectives are met.

RESPONSIBILITIES:

  • Applies company practices and procedures in analyzing and resolving client situations.
  • Works on complex issues where analysis of situations or data requires in-depth evaluation of variable factors. Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results.
  • Networks with key contacts outside own area of expertise.
  • Advanced knowledge in assisting and advocating for client completion of Project Workbooks, RFQs and Pre-Qual docs.
  • Assigned to larger, more complex, high visibility, strategic and tactically important clients.
  • 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.
  • Maintain clear communication and a shared plan of client service with assigned RM(s).
  • 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.
  • Provide Uptime reports and Support Case closure and aging reports to RM’s as needed for client calls and client visits
  • Maintain Client Engagement Program: Participate in regularly scheduled and as needed calls with assigned clients. Participate in in-person meetings with clients as appropriate.
  • 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.
  • Ensure that client’s issues are dealt with efficiently by the other areas of Q2, as needed and inform Management of significant issues.
  • 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.
  • Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to
  • Support efforts to secure client interest and attendance in Q2 events (User Group, Client Conference, Collaboration, etc.).
  • Support efforts to maintain client referenceability.
  • 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 required.
  • Proven results in direct or support of cross-sales quota and metrics-driven client advocacy and satisfaction environment.
  • 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
  • Ability to travel

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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Technology we use

  • Engineering
  • Product
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • jQueryLibraries
    • ReactLibraries
    • AngularJSFrameworks
    • Backbone.jsFrameworks
    • DjangoFrameworks
    • Node.jsFrameworks
    • TensorFlowFrameworks
    • MongoDBDatabases
    • PostgreSQLDatabases
    • TeradataDatabases
    • ConfluenceManagement
    • TrelloManagement
    • WrikeManagement

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
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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