Senior Customer Success Manager
Q2 is seeking a Senior Customer Success Manager to steward the success of a small portfolio of global financial institutions across their entire Q2 journey. Through strong, multi-level relationships with customers and internal partners alike, you will maintain a deep understanding of customers’ business goals and align Q2 innovations accordingly to help achieve those objectives. Supported by a team of technical and business SMEs, you will be a trusted source of
information and guidance, ensuring that valuable outcomes are consistently
delivered to our customers. Ultimately, your charge will be to build a portfolio of
lifelong customers that advocate for deep and expanded usage of Q2 solutions.
Are a banking and technology strategist and change agent
·Express a passion for emerging banking technology and industry trends
across retail and commercial banking, including both lending and treasury
management functions
·Build executive relationships and maneuver effectively through complex org
structures
·Provide insight and recommended improvements – based on customer
feedback and your own command of the industry - to our solutions for global
FIs
·Maintain and expand relationships with technology and industry peers for
continuous learning
Communicate with confidence and are a trusted partner
·Proven ability to communicate with interpersonal and influencing skills across
a wide range of people and roles
·Have a consulting mindset to show up with curiosity, seeking to understand
customers’ needs
·Have a keen sense of people’s needs, present and anticipated
·Connect with empathy and a genuine desire to help is natural for you
Lead with strategy and inclusivity
·Demonstrate strategic and analytical thinking and decision-making skills
·Formulate Success plans, iterate and ensure delivery on commitments
·Collaborate with team and customers to build and deliver meaningful
outcomes
·Provide a depth and breadth of experience in financial services and/or
banking technology
·Apply a track record of creating value and expanding relationships with long-
term clients
·Share best practices on all the above with other team members
On any given day, you’ll be doing one or all of these things:
·Identify and/or develop key relationships across our organization and our
customers’
·Lead client discovery calls to understand customer needs and potential
solutions
·Plan and lead business reviews, including strategies, Q2 roadmaps, and
relevant industry best practices to help meet customer growth objectives
·Lead strategic calls with executives to ensure they stay well informed about
Q2, our solutions, services and innovation and that Q2 is meeting their
expectations as a trusted partner
·Engage with a cross-function of internal teams to proactively ensure the Q2
solutions delivered are understood and optimize and aligned to stated
business objectives, celebrating successes and adapting to changes along
the way
·Work in partnership with Customer Experience Managers to build
Success Plans that drive usage, adoption, and optimization
·Collaborate with Implementation/Delivery/Professional Services teams
to help understand custom requirements, promote solutions, align
executive leadership, and facilitate decisions
·Draft and deliver proposals that clearly articulate solutions and impact for
customers
·Identify, forecast, and build a pipeline for expansions and incremental
customer solutions
·Lead negotiations of contract renewals and incremental services and/or
solutions
·Represent Q2 at customer events and user group sessions, as needed or
assigned
·Promote Q2 innovations with customers and across industry networks
·Work alongside a dynamic and committed team of humans
Requirements:
·Typically requires a bachelor's degree and 12+ years of experience working in commercial banking and/or financial
services consulting role, directing complex customer relationships
·8+ years of experience building and leading cross-functional teams
·Digital banking technology and/or strategy experience preferred
·BA/BS degree required, business degree preferred
·Proven ability to work effectively remotely, and willingness to travel as
needed.
This position is 100% remote
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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.
