Senior Client Experience Manager
Q2 Banking as a Service (Q2 BaaS) is an exciting, part of Q2 (QTWO: NYSE) that offers Fintech, Major Brands, and Financial Institutions an open based bank compliant system of record through an industry leading set of programs that enable the creation of mobile and digital user experiences to deliver financial service products. Q2 BaaS partners with Banks of Record (BORs) to support clients like Acorns, Betterment and Credit Karma. We are looking for a key team member to support BOR partners and the ongoing expectations for these relationships. The role is ideal for a highly motivated, can-do attitude individual who can network and establish relationships, both internally and externally, influence decision makers at all levels and wishes to immerse themselves into the commercial dynamics of a successful growing company. Come join the team we are building out on our multi-tenant cloud system of record being used by millions of customers across hundreds of amazing clients and growing. In this role, you will be a key member of the team responsible for creating tactics that will be in lock step with our divisional strategy for executing our mission and facilitating the goals of our BORs and fintech clients. You’ll be responsible for directly managing key BOR relationships, adapting the engagement model to support scalable growth, and providing a voice in the direction of our bank partner program.
This is a tremendous opportunity for a person wanting to be challenged and create impact. The ideal candidate has a background in banking and executive-level relationship management with an emphasis on corporate relationships, digital and mobile financial service delivery. The candidate is confident, highly organized, committed and well-respected by peers, with relationships that can be leveraged to help deliver on Q2 BaaS goals. The successful candidate will be highly professional, ethical and rigorously honest. This individual will ensure the Company's culture is maintained at all levels and that the achievement of goals will enhance the Company's core values, purpose, and mission. This position will report to Senior Direct of Operations.
RESPONSIBILITIES:
- Lead planning and managing the strategic objectives of the Bank of Record program for Q2 BaaS on an annual basis.
- Establish an understanding of the business objectives of our BORs and match these with our range of services to create and maximize business opportunities, operational efficiencies, and the growth of Q2 BaaS.
- Act as primary and escalation point for BORs for Q2 BaaS.
- Negotiate contracts and sales orders.
- Scope BORs business requests to enhance solutions, services and products for new and existing needs.
- Source and deliver analytics and research internal and externally to BORs.
- Manage & Interact regularly with internal matrix relationships including Legal, AR, Tech Support, Operations and Business Development .
- Measure and report on impact (monthly, quarterly and annually) .
- 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.
- Build and maintain respectful and collaborative relationships with new and existing clients, as assigned.
- 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.
- Be familiar with Product roadmap and advise clients with questions on future developments.
- 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.
- Ensure that client’s issues are dealt with efficiently by the other areas of Q2, as needed and inform Management of significant issues.
- Coordinate, as needed, with vendor partners to address client requests.
- Participate in cross-sell campaigns as identified by Management.
- 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 maintain client referenceability.
- Assist with maintaining accurate client data in SalesForce.
EXPERIENCE AND KNOWLEDGE:
- Proven relationship-building skills and experience maneuvering internally within a large corporation and externally within a client organization.
- 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 solutions
- Minimum 8 years relevant work experience in banking and relationship management with a preference for knowledge of banking operations
- Excellent knowledge of banks services, payments and digital banking
- Business, marketing or other relevant (academic) degree;
- Creative, persistent, and outgoing personality, eager to learn
- Excellent communication, negotiation, and reporting skills
- 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 BORs with a good understanding of operations
- Ability to travel approximately 20-30% or greater as needed to visit clients
- 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
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.
