Customer Success Manager
The Q2 Marketplace is a new line of business created to extend Q2’s platform and offer a marketplace of third-party, Q2 and Financial Institution-built solutions to Financial Institutions, their consumer end-users and their business end-users. This new team has an opening for a Customer Success Manager. This individual will be responsible for building, managing and streamlining the ongoing operations of the Marketplace business. Given this team is considered a “startup” within Q2, the potential candidate will need to enjoy wearing many hats, rolling up their sleeves, and be excited to start on a team at the ground level.
Responsibilities:
- Be an early leader in the newly-formed Q2 Marketplace Team.
- Be responsible for the Customer Success on new Q2 Marketplace.
- Build the processes and, over time, the team to manage third-party partner and FI onboarding & support related to Q2’s SDK and Marketplace functions.
- Stand-up new FI sub-marketplaces under the umbrella of the Q2-wide master marketplace, working with our Marketplace technology provider.
- Own Q2’s master Marketplace and all attendant sub-marketplaces per FI.
- Own the Marketplace technology provider relationship.
- Assist third-party FinTech’s with the sale of products to existing Marketplace customers.
- Assist our Marketplace customers with the marketing or promotion of the FinTech products through Smart, Discover and other methods.
- Be the point of contact on behalf of Q2 Marketplace for Financial Institutions using Marketplace.
- Work with Q2 Support and Onboarding to ensure Marketplace Onboarding and Support are leveraging the same tools and best practices as the Q2 organization.
- Be an internal champion for the Financial Institutions utilizing Marketplace to ensure the platform roadmap, development and internal processes are focused on delivered the best experience for our customers.
Experience and Knowledge
- Bachelor’s degree
- 6 years of related experience
- 2+ years of experience in Service Delivery, Professional Services, Solutions Consulting or Advisory Services at Q2
- 2+ years of experience as a team lead or manager managing and developing employees
- Previous experience in professional services or financial services technology verticals is ideal
- Technical knowledge around systems integrations, APIs or adapters
- Proven experience building end-to-end support and onboarding processes for technical constituents
- Strong influencing skills and ability to build relationships both internally and with partners at senior levels
- Previous experience building relationships with C-level and technical executives critical
- Superior communication, interpersonal and presentation skills with internal and external partners
- Self-starter willing to build and begin from the ground up
- Travel for this role will be minimal depending on location of candidate (travel to Austin may be required if remote)