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Company

Q2 · 5 hours ago

Customer Success Manager - Career

United States

Full-time

Remote

Mid, Senior Level

$79K/yr - $104K/yr

5+ years exp

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Financial ServicesFinTech

No H1B

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Responsibilities

Build and maintain respectful and collaborative relationships with new and existing Tier I clients, as assigned

Participate in the implementations process for new clients as assigned, not as the primary liaison, but to begin building rapport with the client and learn their specific needs

Meet with assigned clients at least monthly by phone and in person as needed (but at least once per year) to review their online banking statistics, goals and future plans along with any specific issues they are having

Analyze customer problems, needs and requirements, and then position Q2 products and services to resolve/meet them

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 management for assigned accounts

Coordinate, as needed, with vendor partners to address client requests

Identify opportunities and cross-sell additional features of Q2 to existing clients

Participate in cross-sell campaigns as identified by the Director of Relationship Management

Represent Q2 at customer events and Client User group sessions, as needed or assigned

Provide input to Product Management on enhancements and new releases, including support of commercialization projects as needed

Provide demo and training support and/or scheduling for existing clients as needed

Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to

Qualification

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Relationship ManagementBanking Software ExperienceStrategic Account ManagementBusiness to Business ExperienceCross-Sales ExperienceC-Level Relationship BuildingFluent in EnglishMetrics-Driven AdvocacyClient User Group RepresentationTraining SupportProcess-Minded

Required

Typically requires a Bachelor’s degree in (relevant degree) and a minimum of 5 years of related experience; or an advanced degree with 3+ years of experience; or equivalent related work experience.

5-7 years of Business to Business or Business to Consumer relationship management experiences

In depth experience supporting Tier 3 clients

Minimum 4 years direct experience managing strategic accounts

Banking or Banking software experience required

Proven results in cross-sales quota and metrics-driven customer advocacy and satisfaction environment; target $2.5M per year or as assigned

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

Articulate, thorough, and process-minded individual

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.