Customer Success Analyst at Q2

| Austin | Remote
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Q2 is seeking a  Customer Success Analyst – Implementations  who is passionate about customer satisfaction, as well as making a difference within Fintech.  The Customer Success Analyst will work closely with Implementation Engineers and Technical Trainers in the Q2 Gro group executing new implementations of the Gro Checkout and Gro Business digital account opening platforms. 

 

As a market leader in digital sales, the Q2 Gro team is responsible for the ongoing innovation and expansion of the Q2 Gro Checkout and Gro Business products. Q2 Gro’s intuitive digital sales platform provides an optimized user experience for tasks such as account opening and loan underwriting. Our mobile-first, streamlined account opening capabilities are proven to reduce abandonment and shorten the application process to under four minutes, helping our Financial Institution clients to expand their reach through acquisition growth across digital channels.  

 

This is a dynamic team that is dedicated to getting the job done (well. We are looking for an experienced Customer Success Analyst that can harness that enthusiasm and knows how to work with clients to develop a culture that encourages both collaboration and independence. 

 

RESPONSIBILITIES: 

The Customer Success Analyst will be expected to execute multiple individual projects concurrently. For each project and for the overall management and coordination of project, the following objectives should be met. 

  • Acts as a strategic business partner for clients in the digital channel – understanding and integrating best practices on digital marketing and sales and digital account opening 

  • Maintains a thorough and deep knowledge of the product and value proposition and is able to represent it confidently to clients

  • Manages and is responsible for all aspects of the Gro digital sales platform implementation 

  • Assists in determining business strategy internally based on client needs/plans. 

  • Clearly articulate what is in scope and out of scope per the contract 

  • Develop and maintain the project plan for in scope items, showing tasks, milestones, and dependencies 

  • Develop and maintain the project schedule 

  • Determine types of resources needed to achieve the project objectives 

  • Coordinate activities across different organizational functions and teams 

  • Work with Network Management, Infrastructure, Product, Development and Deployments teams to ensure key timeframes are known 

  • Train and educate clients on the product and configuration options 

  • Accurately answers not only product “how to” but “why” questions for both the product and for the client’s holistic digital sales strategy 

  • Keep the project on track through team communication, coordination and conflict resolution  

  • Control scope creep with clients and internal resources by understanding and articulating business drivers 

  • Work closely with the client and team to problem solve issues that arise 

  • Communicate expectations to participating client and internal team members to ensure SLAs are met 

  • Track project progress toward meeting its objectives through use of project management tools 

  • When adjustments are needed, communicate to stakeholders to gain alignment first, then take corrective actions to address changes in scope and deviations to timeline 

  • Effectively support client and project deliverables all the way to Production 

  • Identifies upsell opportunities within the Q2 Gro solutions set, and negotiates add-ons, upgrades, and Professional Services as needed. Please note: There are no specific upsell goals or related compensation 

  • Travels to client’s sites for trainings as needed 

EXPERIENCE AND KNOWLEDGE: 

  • Typically requires 5+ years of previous work experience in a similar role - Customer Success (operational), project management with a financial technology company or financial institution 

  • Bachelor’s Degree in related field or equivalent experience 

  • Minimum of 2 years direct experience managing strategic accounts 

  • Banking or Banking software experience required 

  • Digital account acquisition experience a plus 

  • Project Management Methodology exposure preferred (PMP or PMI) 

  • Familiarity with enterprise software deployment architecture and methodologies 

  • Experience building documentation and project plans using Excel, MS Project, and MS PowerPoint or other project management software 

  • Ability to organize and execute multi-facet software deployments 

  • Capable of assessing project risks and mitigations 

  • Ability to convey technical concepts to business-oriented banking project teams and interact with technical internal resources 

  • Possess project leadership qualities 

  • Experience managing client expectations with a commitment to customer satisfaction 

  • Articulate, thorough, and process-minded individual 

  • Proven executive relationship building skills and experience maneuvering within C-level structure of a large account 

  • Strong written and oral communication skills with excellent people and teamwork skills 

  • Ability to remain calm, diplomatic, and cooperative under stressful conditions 

  • Attention to detail, exceptional follow-through, the ability to prioritize, stay organized, and multi-task in a fast-paced environment 

  • Ability to travel 15% to client sites 

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
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    • jQueryLibraries
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    • MongoDBDatabases
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    • ConfluenceManagement
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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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