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Q2 · 8 hours ago

Customer Success Manager

United States

Full-time

Remote

Senior Level, Lead/Staff

$107K/yr - $140K/yr

8+ years exp

Q2 is a leading provider of digital banking and lending solutions to banks and fintechs. They are seeking a Senior Customer Success Manager to build and maintain relationships with clients focused on Q2's Digital Banking software products.

Financial ServicesFinTech

No H1B

Responsibilities

Build and maintain respectful and collaborative relationships with new and existing clients

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 (a minimum of 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

Banking software experienceRelationship managementCross-sales experienceC-level relationship buildingMetrics-driven advocacyProcess-mindedArticulate communicatorFluent in English

Required

Minimum of 8 years of Business to Business or Business to Consumer relationship management experiences with a Bachelors degree

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

Travel will be required