Customer Experience Manager at Q2

United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Fintech, Digital Banking, Financial ServicesIndustries

Requirements

Advanced knowledge in assisting and advocating for customer completion of Project Workbooks, RFQs, and Pre-Qual docs
Ability to work on complex issues requiring in-depth evaluation of variable factors and exercise judgment in selecting methods, techniques, and evaluation criteria
Ability to network with key contacts outside own area of expertise
Familiarity with Product roadmap to advise customers on future developments
Experience responding to technical questions about system functionality

Responsibilities

Ensure customer satisfaction with company projects and services
Oversee day-to-day relationship with customer, working closely with the Customer Success Manager (CSM)
Ensure schedules and budgets are met according to contractual agreements
Work with customers to cultivate future projects and qualify new opportunities
Consult with other team members (project management/services/support/client care) to meet mutual objectives
Apply company practices and procedures in analyzing and resolving customer situations
Build and maintain respectful and collaborative relationships with new and existing customers
Participate in scheduled calls with assigned CSM(s), review plans for the week, and support CSM Account Plans and Territory Plans
Maintain clear communication and a shared plan of customer service with assigned CSM(s)
Vet/Research/Document Enhancement/Custom Code/Professional Services requests, provide estimates to CSM, and monitor coordination with Development work
Assist CSM with Enterprise Projects (mergers, acquisitions, core conversions)
Monitor delivery of implementation projects to ensure highest Client Satisfaction and participate in periodic updates on Net New projects
Complete Site and System reviews for Q2 customers and coordinate follow-up with CSM
Support Case Review by working with Support Management on tickets needing immediate attention or escalation
Respond to technical questions about system functionality from customers
Provide Uptime reports and Support Case closure/aging reports to CSMs for customer calls and visits
Maintain Customer Engagement Program through regularly scheduled calls and in-person meetings as appropriate

Skills

Key technologies and capabilities for this role

Customer ExperienceCustomer SuccessProject ManagementRelationship ManagementContract ManagementOpportunity QualificationIssue ResolutionData Analysis

Questions & Answers

Common questions about this position

What benefits does Q2 offer its employees?

Q2 celebrates employees through the 'Circle of Awesomeness' award ceremony, a day of employee celebration, ongoing learning opportunities, mentorship programs, internal mobility, and fun events like the annual Dodgeball for Charity at Q2 Stadium in Austin.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What salary or compensation can I expect for the Customer Experience Manager role?

This information is not specified in the job description.

What key skills are required for the Customer Experience Manager position?

The role requires advanced knowledge in assisting customers with Project Workbooks, RFQs, and Pre-Qual docs, the ability to work on complex issues requiring in-depth evaluation, and skills in building collaborative relationships while ensuring schedules and budgets are met.

What makes a strong candidate for this Customer Experience Manager role?

Strong candidates should have experience handling complex customer issues, advanced expertise in project documentation like Workbooks and RFQs, and the ability to build respectful relationships while collaborating with CSMs and other teams on strategic customers.

Q2

Digital banking solutions for financial institutions

About Q2

Q2 provides digital banking solutions tailored for regional and community financial institutions, alternative finance and leasing companies, and other financial technology firms. Their products include a range of digital banking services, banking as a service, and lending and leasing options that allow users to conduct transactions and interact with their financial institutions from any device, at any time. What sets Q2 apart from its competitors is its focus on empowering community banks and credit unions, helping them enhance their digital presence and improve user engagement. The company's goal is to strengthen diverse communities by supporting the financial institutions that serve them, enabling these institutions to grow and adapt beyond traditional limits.

Austin, TexasHeadquarters

2004Year Founded

$40.1MTotal Funding

IPOCompany Stage

Fintech, Financial ServicesIndustries

1,001-5,000Employees

Benefits

Hybrid Work Options

Professional Development Budget

Risks

Increased competition from fintechs could erode Q2's market share.

Rapid technological changes may outpace Q2's innovation capabilities.

Economic downturns could reduce financial institutions' spending on digital transformation.

Differentiation

Q2 offers a comprehensive suite of digital banking solutions for financial institutions.

Q2's Partner Accelerator Program enables rapid deployment of fintech integrations.

Q2 Engage focuses on personalized consumer banking experiences to enhance user engagement.

Upsides

Q2 powers 60% of Forbes' America's Best Banks, showcasing its solution effectiveness.

Integration with AI platforms like Personetics enhances personalized customer engagement.

Q2's platform helps financial institutions grow deposits without relying on interest rates.

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