Senior Customer Success Manager

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

Bring Your Passion, Do What You Love. Here’s What We’re Looking For:

• 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
• Portland or other Pacific Northwest 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.