Director of Engagement at Q2
The Q2 Premier Services team has a new career opportunity available for a Director of Engagement. This key individual will be responsible for building and leading a team of Engagement Managers who are tasked with leading, guiding, and owning multiple complex, large transformation engagements and ensuring client success, which includes ensuring business objectives and outcomes are met, overseeing the end to end successful delivery of multiple large programs, delivery of financial metrics around program portfolio and managing client relationships and escalations. In addition, this position is responsible to assist in cross-sell, up-sell, driving CSAT, SME knowledge, and best practices across the entire Consulting and Delivery practice.
The ideal candidate will have previous executive experience within the financial services industry, direct leadership within previous partner/customer Enterprise Software operations, managed executive engagement, presentation, and communications, and possess a strong consultancy acumen.
Driving Business Success
Seamlessly orchestrate all aspects of the client's experience lifecycle from strategy alignment to management consulting including Custom Development and Delivery (Premier Services Delivery), Hosting, and Support.
Responsible for ensuring high customer satisfaction across their entire Q2 experience, engagement renewal, reference ability, and Q2 contract renewal
Drive strategic alignment with customers, focused on value creation through the accomplishment of the FI's business objectives rather than incremental project delivery.
Build and evolve the E2E engagement model that produces success for Premier/Enterprise customers.
Responsible for Engagement Management by focusing on client relationships, cross-sell, and up-sell opportunities, thereby contributing to additional business within the portfolio.
Demonstrates professionalism and leadership in representing Q2 to customers and vendors.
Acts as an Executive Sponsor on multiple projects and programs. Provides guidance across complex, strategic initiatives.
Drives revenue within the client/account portfolio by identifying opportunities, solutions, launching, and orchestrating a wide range of data and analytics engagements
Oversees the execution of enterprise projects and programs across complex, large transformation engagements.
Owns profit/loss across a portfolio of projects with a focus on contribution margin and realization while ensuring delivery against the company budget.
Develops intimate knowledge of client financial performance and business needs to ensure alignment.
Identify more work opportunities and work with engagement and industry partners to sell and deliver on these opportunities.
Oversees, leads and guides end to end successful delivery of multiple parallel programs with laser focus around scope, client objectives, budget, timeline, thereby ensuring both client and project success.
Responsible for detailed delivery reviews, feedback, quality, risk mitigations, mentoring and guidance across multiple programs, and guiding the teams across risks, issues, and roadblocks.
Responsible for owning, managing, and solving customer escalations by analyzing the issues, doing root cause analysis, managing multiple stakeholder expectations, and bridging gaps.
Drives customer satisfaction and reference ability by being a trusted advisor to customers and leading by example.
Leadership and Collaboration
Collaborates with the Q2 Leadership and senior staff to implement strategic process improvement initiatives, implementing new tools and templates, delivery excellence initiatives, and estimation refinement through continuous improvement
Collaborates with Delivery Managers, Program Resource Manager and Manager, PMO on staffing projects effectively, resource management and feedback, bookings, hiring plans, and skills development.
Collaborates and manages with sales teams on SOWs, estimation reviews and approvals, best practices in sales/delivery collaboration, and process improvements in sales/delivery collaboration.
Provides leadership, coaching, fostering a culture of accountability, professional development, high-performance, resourcefulness, and ethical behavior.
Provides and facilitates thought leadership, SME knowledge, and consulting and delivery industry best practices.
This position will provide work direction, feedback, and drive accountability of all resources (PMs, Program Managers, Seniors, Consultants, Associates, etc.) across multiple projects and programs.
Typically requires a Bachelor’s degree and a minimum of 12 years of related experience; or an advanced degree with 8+ years of experience or equivalent related work experience.
Typically requires 5-7 years of managing and developing employees.
Proven delivery experience in managing delivery portfolios and experience in leading and managing multiple parallel large, complex transformation programs. Global experience preferred.
Advanced proficiency and/or certification on project management and different project management styles like Waterfall, Agile, Scrum, etc. is preferred
Excellent communication skills; both written and verbal. Ability to articulate and simplify technical concepts to non-technical personnel and client representatives.
Proven leadership skills, ability to gain credibility and deal with adverse situations with both internal and external stakeholders
Strong understanding of business operations and processes, and the ability to identify and implement IT solutions that solve management needs.
Demonstrated cross-functional collaboration skills with the ability to influence others with or without direct authority to achieve desired outcomes.
Ability to provide feedback, coaching, and mentorship to a team with the goal of fostering a positive, results-oriented team.
Mastery of problem-solving and critical thinking skills which enable strategic decision-making.
Team player, with the ability to collaborate effectively both within the team and across the organization.
Demonstrated drive for excellence in the delivery of quality customer solutions and experience.
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.