Director, Relationship Management at Q2

| Austin | Remote
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Q2 BaaS is seeking a Director of Client Engagement Specialists who will report to the VP Operations Officer. The individual will be responsible for managing a team of Client Engagement Specialists who support issuing clients (fintechs and financial institutions). This is a high impact environment where both tactical and strategic interactions with our clients take place to achieve client satisfaction with our proprietary system of record CorePro and the financial services our clients use to distribute and ship product to their end customers. The chosen candidate will interact with our stakeholder fintech and bank issuing clients and our banks of record to ensure client satisfaction and growth of our clients portfolio.

RESPONSIBILITIES:

  • Ensure there is collaboration within Client Services, Delivery, Business Unit Operations, Product and Engineering to provide a best -in-class customer experience.
  • Provide resources and direction to effectively serve our issuing clients, client training, reporting, presentations and communication
  • Monitor and effectively manage to established KPI’s monthly, quarterly and annually.
  • Establish a cross-product culture to include Client Support, Product, Engineering and Business Unit Operations to create a more efficient working environment for our clients to enhance their experience.
  • Solicit feedback from our issuing clients on overall satisfaction of their Engagement Specialists and our products and services on a quarterly basis.
  • Grow and maintain monthly revenue through client renewals, portfolio enhancement and growth strategies and professional services opportunities.
  • Responsible for hiring, managing and developing employee(s)
  • Create and maintain a motivational work environment
  • Maintain an open communication with team and create consistent experiences across team to assist client experience
  • Responsible as a client advisor with strong knowledge of the industry, competitors, Q2 BaaS portfolio Maintain clear communication and a shared plan of client service with Q2 Open operations team.
  • Meet with assigned clients weekly, monthly, quarterly, annually to establish cadence for business reviews and corresponding interdepartmental reviews such as Product Roadmap, Engineering scalability, portfolio growth and solutions reviews and administrative billing and contract reviews
  • Maintain detailed Account Plans for teams assigned clients to revenue guidance and monthly revenue growth forecasts.
  • Represent Q2 at client and industry events.
  • Provide input to Q2 Open management to align client strategy with roadmap.
  • Secure client referenceability for net new Q2 Open opportunities.
  • Coordinate appropriate resources for client engagements.
  • Performs special projects as needed
  • Monitor team and recommend changes to business unit’s policies, standards, and procedures.

EXPERIENCE AND KNOWLEDE:

  • Bachelor’s degree in Business or like field, technology, pre-law, or other related field or equivalent work experience
  • Minimum 5 years in a payments and or bank related processing client management, success
  • Strong knowledge of general banking with an understanding of deposit, lending and alternative investment products.
  • Ability to work both independently and effectively within a team environment to ensure individual and departmental objectives are accomplished
  • Must be able to interpret and analyze data from various sources in order to accurately maintain various data files
  • Must be able to effectively coordinate short-term projects in order to relieve managers and/or other staff of associated administrative responsibilities
  • Clear oral and written communication skills to effectively respond to employee, manager and/or customer inquiries and/or to accurately explain department policies and procedures
  • Strong Personal Computer (PC) skills, especially those related to office software applications; word-processing software application skills are essential; working knowledge of database/spreadsheet applications and/or chart/graph software applications to adequately maintain records and/or prepare reports and presentation materials
  • Experience with Microsoft Office (Outlook, Word, Excel, PowerPoint), Microsoft Visio and Project

Qualifications & Experience:

  • Proven track-record in building and developing high-performing teams
  • Team leadership experience, with ability to influence all levels of management in a matrix organized company
  • Experience working with C-level and Senior Executives to understand their goals, provide a consultative approach to their strategy and recommend appropriate programs and solutions
  • Minimum 8 years’ relevant work experience in financial services technology, payments, digital/mobile channel delivery; leadership position experience preferred
  • Excellent knowledge of banks services, payments and digital banking
  • Business, marketing or other relevant (academic) degree; MBA preferred
  • Commercial focus, sales driven, results oriented and a client relationships manager
  • Creative, persistent, and outgoing personality, eager to learn
  • Excellent communication, negotiation, and reporting skills
  • Superior analytical skills, using data to identify underlying trends and make informed decisions
  • Comfortable with ambiguity and complexity
  • A complete team player; dedicated to the success of Q2 BaaS; acts out of a sense of shared responsibility and ownership for the success of the entire enterprise
  • Ability to operate independently and in a team to manage company goals
  • Ability to adapt to a rapidly changing market environment
  • Solution-based approach to client relationships with a good understanding of technology
  • Ability to travel approximately 20-30% or greater as needed to visit clients
  • Inform Steering Committee and Executive Leadership team where appropriate 
  • Speak and represent Q2 BaaS at industry events as needed 
  • Educate internal partners via internal communication plan
  • Creating Strategic Relationship Plans for identified target Clients

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
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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