Support Manager, Professional Services

Q2ebanking   •  

Austin, TX

Not Specified years

Posted 176 days ago

This job is no longer available.

Q2 is seeking a Support Managerto join our Professional Services team. The Professional Services Support Manager position requires a client-centric and employee-focused individual. Essential background experience should include leading a client-focused support team, strong communication, organizational skills, and attention to detail. The ideal candidate is a self-motivated leader with a passion in career development of individuals and a history of building and maintaining client relationships.

Responsibilities:

  • Lead a team that provides escalated technical support for the Q2 Professional Services team
  • Deliver a superior supportexperience to Q2 clients
  • Manage, address, and help deescalate client issues with a “call first” mentality
  • Develop and maintain effective relationships with clients and other teams across Q2
  • Work with other Q2 teams on initiatives that will drive down case volume or overall time to resolution
  • Coach staff members through regular scheduled 1 on 1’s, maintaining employee development and satisfaction
  • Manage individual and team performance expectations and goals
  • Analyze results via regular reporting metrics to inform support personnel and drive process improvements
  • Define and develop processes and procedures that drive efficiency and consistency in support
  • Engage in continuous improvement in customer service and supportprocesses and methodologies
  • Manage staff onboarding, including interviews and new team member selection processes and training
  • Uphold workplace and business ethics
  • Exemplify the Q2 corporate culture and spirit
  • Remain available as needed for crisis management (after-hours work occasionally required)
  • Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to 

Experience and Knowledge:

  • Excellent communication skills and ability to interface with both internal and external stakeholders
  • Track record of leading, managing, and mentoring teams
  • Superior analytics, problem-solving, and troubleshooting skills
  • Ability to manage multiple projects concurrently and prioritize issues in a fast-moving, dynamic environment
  • Exceptional organizational skills
  • Strong knowledge of effective business requirement practices and support methodologies
  • A passion for improving processes and a commitment to client satisfaction
  • After-hours work, as needed

Preferred:

  • Knowledge of banking practices
  • Familiarity with a Customer Relationship Management (CRM) system
  • Knowledge and experience in the financial industry with focus on bankingprocesses and best practice.
  • Informal or academic experience with any of the following technologies including, but not limited to: Python, Agile Programming Methodology, HTML/ Java Script/ CSS, SQL RDBMS Management tools, Integrated Development Environments (IDE)

REQ-963