SUMMARYQ2 is seeking a Senior Customer Success Manager to build and maintain relationships with new and existing clients focused on Q2's Digital Banking software products and platform. Travel Expectations 40%
RESPONSIBILITIES- Build and maintain strong, collaborative relationships with assigned Enterprise clients, serving as a trusted strategic advisor and primary relationship owner.
- Develop a deep understanding of each client's business, financial performance, strategic priorities, goals, and challenges to guide the overall account strategy.
- Build and own strategic account plans and client roadmaps that align Q2 capabilities and solutions with each client's business priorities and long-term objectives.
- Maintain regular strategic engagement with clients through business reviews, executive conversations, and other interactions appropriate to the relationship.
- Own growth and expansion strategy across assigned accounts by identifying whitespace and connecting client needs and priorities to relevant Q2 solutions and capabilities.
- Lead expansion opportunities and contract renewals, partnering with Sales, Product, Solutions Consulting, and other Q2 teams throughout the sales and renewal process.
- Monitor overall relationship health, proactively identify risks and opportunities, and coordinate appropriate actions and resources to strengthen the client relationship.
- Serve as the client's advocate across Q2, ensuring priorities, issues, and requests are effectively communicated and addressed by the appropriate internal teams, with escalation to leadership when necessary.
- Partner with Customer Experience Managers (CEMs), where applicable, to align strategic account priorities with adoption, value realization, service, and the overall client experience.
- Engage during new client implementations and major initiatives to establish relationships, understand client objectives, and support a successful transition into the ongoing Customer Success relationship.
- Coordinate with Q2 teams, vendor partners, and other stakeholders to address client needs and deliver a consistent, coordinated client experience.
- Represent Q2 at client meetings, executive engagements, industry events, user groups, and other customer-facing activities as appropriate.
- Maintain accurate and timely account, opportunity, relationship, and activity information within Q2's designated systems and processes.
- Adhere to all Q2 security, availability, confidentiality, privacy, and compliance policies and controls.
EXPERIENCE AND KNOWLEDGE- Minimum of 12 years of Business to Business or Business to Consumer relationship management experiences with a Bachelors degree
- Minimum 6 years direct experience managing strategic accounts preferred
- Banking or Banking software experience required
- Proven executive relationship building skills and experience maneuvering within C-level structure of a large account
- Articulate, thorough, and process-minded individual
- Travel will be 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.
Health & Wellness- 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"
Click here to find out more about the benefits we offer.
