Job details

Senior Customer Success Manager

As passionate about our people as we are about our mission.

What We’re All About:

Q2 is proud of delivering our mobile banking platform and technology solutions, globally, to more than 22 million end users across our 1,300 financial institutions and fintech clients. At Q2, our mission is simple: Build strong, diverse communities by strengthening their financial institutions. We accomplish that by investing in the communities where both our customers and employees serve and live.

What Makes Q2 Special?

Being as passionate about our people as we are about our mission. We celebrate our employees in many ways, including our “Circle of Awesomeness” award ceremony and day of employee celebration among others! We invest in the growth and development of our team members through ongoing learning opportunities, mentorship programs, internal mobility, and meaningful leadership relationships. We also know that nothing builds trust and collaboration like having fun. We hold an annual Dodgeball for Charity event at our Q2 Stadium in Austin, inviting other local companies to play, and community organizations we support to raise money and awareness together.

Please note: Candidates must be located in the Pacific Northwest.

The Job At-A-Glance:

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.

A Typical Day:

Are you 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 of 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 will be based out of the Pacific Northwest
Seattle area is highly preferred
Candidates in this area, who are willing to work remotely but also meet with customers in this region are highly preferred

#LI-Remote

#LI-PG1

Q2’s compensation reflects the cost of labor across a variety of U.S. geographic markets, and we pay based upon the applicant’s geographic location as well as job-related knowledge, skills and experience.

This position is an exempt position and the range for this position for New York City, Seattle and the San Francisco Bay Area-based roles is $168,000/year to $210,000/year.

For New York state (outside New York City), Washington state (outside Seattle), California (outside the San Francisco Bay Area), and Colorado-based roles, the anticipated base salary range for this position is $168,000/year-$210,000/year.

Your recruiter can share more about the specific salary range for the applicant’s actual geographic location during the hiring process. Salary ranges for Sales positions are expressed as total target compensation (TTC = base + commission). A variable bonus and/or restricted stock unit grant may be provided as part of the compensation package in addition to a range of medical, financial, and/or other benefits, dependent on the position offered.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Health & Wellness

Hybrid & Remote Work Opportunities
Flexible Time Off
Career Development & Mentoring Programs
Generous Retirement Benefit Plans, including a company-matching HSA program.
Health & Wellness Benefits, including a 12-weeks of parental leave for eligible new parents
Community Volunteering & Company Philanthropy Programs
Employee Peer Recognition Programs – “You Earned it”

Click

here

to find out more about the benefits we offer.

How We Give Back to the Community:

You can learn more about our Q2 Spark Program, Q2 Philanthropy fund, and our employee volunteering programs on our

Q2 Community page

. Q2 supports dozens of wide-reaching organizations, such as the

African American Leadership Institute

Ladders for Leaders

, and

The Trevor Project

, promoting diversity and success in leadership and technology. Other deserving beneficiaries include

Resource Center

helping LGBTQ communities,

JDRF

, and

Homes for our Troops

, a group helping veterans rebuild their lives with specially adapted homes.

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.

By Q2 Software

We’re stronger together. Q2’s mission is to build strong and diverse communities by strengthening their financial institutions. For us, community means the regions our customers call home, the cities we work in, and our global employee community. ...

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INDUSTRY

Investment & Asset Management

TEAM SIZE

1001-5000

LOCATION

Hybrid, based in Austin, TX

DATE POSTED

July 3, 2023