Q2 · 5 hours ago
Senior Client Experience Manager
United States
Full-time
Remote
Senior Level, Lead/Staff
8+ years expQ2 is a leading provider of digital banking and lending solutions, and they are seeking a Senior Client Experience Manager. This role ensures client satisfaction with company projects and services while optimizing processes for Customer Success teams.
Financial ServicesFinTech
No H1B
Responsibilities
Applies company practices and procedures in analyzing and resolving customer situations
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
Advanced knowledge in assisting and advocating for client completion of Project Planning, Request for Quote (RFQs), and Project Pre-Req docs
Assigned to larger, more complex, high visibility, strategic and tactically important clients
Build and maintain respectful and collaborative relationships with new and existing customers, as assigned
Participate in a scheduled weekly call with assigned CSM(s). Review plan for the week or coming week. Be familiar with CSM Account Plans and Territory Plan and support those plans as needed
Maintain clear communication and a shared plan of client service with assigned CSM(s)
Vet/Research/Document any Enhancement/Custom Code/Professional Services requests with clients and provide estimate of hours and details to the CSM for sales orders. Monitor coordination with any Development work required to ensure project timeliness. Assist CSM with Enterprise Projects (mergers, acquisitions, core conversions)
Monitor delivery of Implementations projects to ensure highest Customer Satisfaction. Participate in periodic Implementation updates on Net New projects as available
Complete Site and System reviews for Q2 customers and coordinate with CSM on required follow up once the review is complete
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 Customer Service
Respond to more technical questions about system functionality from Q2 customers. Be familiar with Product roadmap and advise customers with questions on future developments
Provide Uptime reports and Support Case closure and aging reports to CSM’s as needed for customer calls and customer visits
Maintain Customer Engagement Program: Participate in regularly scheduled and as needed calls with assigned customers. Participate in in-person meetings with customers as appropriate
Assist in the identification of beta and early adopter customers for upcoming Product and Feature releases. Serve as liaison for beta projects as needed
Provide demos and/or training for customers as needed and in support of cross-sale efforts. Secure assistance from Sales Specialists, Solutions Consulting, or Q2 Training as needed
Ensure that customer’s issues are dealt with efficiently by the other areas of Q2, as needed and inform Management of significant issues
Provide contract renewal assistance and input to the CSM and Renewal Specialist for assigned accounts
Coordinate, as needed, with vendor partners to address customer requests
Participate in cross-sell campaigns as identified by Management
Represent Q2 at customer events and customer User Group sessions, as needed or assigned
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 secure customer interest and attendance in Q2 events (User Group, Customer Conference, Collaboration, etc.)
Support efforts to maintain customer referenceability
Assist with maintaining accurate customer data in SalesForce
Back-up CSM when out of office
Qualification
Required
8+ years of experience, or 6+ years with a master's degree, in Business to Business or Business to Consumer relationship management or client service roles
Experience in banking or banking software environments required
Proven results in direct or support of cross-sales quota and metrics-driven client advocacy and satisfaction environments
Demonstrated relationship-building skills with experience navigating large internal organizations and managing complex external client relationships
Applies company policies and procedures to resolve routine issues
Exceptional knowledge of company products and services and may be tasked with introducing new products
Articulate, thorough, process-minded, and detail-oriented individual
Ability to travel as required
This position requires fluent written and oral communication in English
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
Benefits
Hybrid Work Opportunities
Flexible Time Off
Career Development & Mentoring Programs
Health & Wellness Benefits, including competitive health insurance offerings and generous paid parental leave for eligible new parents
Community Volunteering & Company Philanthropy Programs
Employee Peer Recognition Programs – “You Earned it”
Company
Q2 is a Financial Services company.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Jonathan Price
Chief Financial Officer
Himagiri Mukkamala
Chief Operating Officer
Recent News
2025-11-18
Company data provided by crunchbase