Senior Customer Experience Manager

Q2 Software - Austin, TX

Full-time - Senior

Austin, TX

1,001-5,000 employees

Furniture, Home Furnishings, Electronics, and Appliance Retailers

About the position

Q2 is seeking a Senior Customer Experience Manager who will work closely with the Customer Success Team overseeing the day-to-day relationship with customers ensuring satisfaction within company projects and services. This role is pivotal in ensuring that schedules and budgets are met according to contractual agreements while working with the customer to cultivate future projects and qualify new opportunities. The Senior Customer Experience Manager will also consult with other team members, including project management, services, support, and customer care, to ensure mutual objectives are met. In this position, the Senior Customer Experience Manager will apply company practices and procedures in analyzing and resolving client situations. They will work on complex issues where analysis of situations or data requires in-depth evaluation of variable factors, exercising judgment in selecting methods, techniques, and evaluation criteria for obtaining results. The role involves networking with key contacts outside their area of expertise and requires advanced knowledge in assisting and advocating for client completion of Project Workbooks, RFQs, and Pre-Qual documents. The Senior Customer Experience Manager will be assigned to larger, more complex, high visibility, strategic, and tactically important clients. They will build and maintain respectful and collaborative relationships with new and existing clients, participate in scheduled weekly calls with assigned Relationship Managers, and maintain clear communication and a shared plan of client service. The role also includes vetting, researching, and documenting any enhancement requests with clients, monitoring the delivery of implementation projects to ensure the highest client satisfaction, and providing demos and/or training for clients as needed. Additionally, the Senior Customer Experience Manager will be responsible for ensuring that all security, availability, confidentiality, and privacy policies and controls are adhered to, supporting efforts to secure client interest and attendance in Q2 events, and assisting with maintaining accurate client data in SalesForce. This position requires a proactive approach to client engagement and a commitment to delivering exceptional service.

Responsibilities

• Oversee the day-to-day relationship with customers ensuring satisfaction within company projects and services.
• Ensure schedules and budgets are met according to contractual agreements while cultivating future projects and qualifying new opportunities.
• Consult with project management, services, support, and customer care teams to meet mutual objectives.
• Analyze and resolve client situations using company practices and procedures.
• Work on complex issues requiring in-depth evaluation of variable factors.
• Network with key contacts outside own area of expertise.
• Assist clients in completing Project Workbooks, RFQs, and Pre-Qual documents.
• Build and maintain respectful and collaborative relationships with clients.
• Participate in weekly calls with assigned Relationship Managers and support their plans as needed.
• Monitor delivery of implementation projects to ensure highest client satisfaction.
• Provide demos and/or training for clients as needed and in support of cross-sale efforts.
• Ensure that client's issues are dealt with efficiently by other areas of Q2 and inform management of significant issues.
• Assist with contract renewal for assigned accounts.
• Represent Q2 at client events and user group sessions as needed.

Requirements

• Typically requires a Bachelor's degree and a minimum of 8 years of related experience; or an advanced degree with 6+ years of experience; or equivalent related work experience.
• Business to Business or Business to Consumer relationship management or Client Service experiences strongly preferred.
• Q2, banking or banking software experience strongly preferred.
• Proven results in direct or support of cross-sales quota and metrics-driven client advocacy and satisfaction environment.
• Proven relationship-building skills and experience maneuvering internally within a large corporation and externally within a client organization.
• Exceptional level of knowledge of company products and services.

Nice-to-haves

• Experience in a metrics-driven client advocacy and satisfaction environment.
• Familiarity with product roadmaps and advising clients on future developments.

Benefits

• Health & Wellness Benefits, including competitive health insurance offerings and generous paid parental leave for eligible new parents.
• Flexible Time Off
• Career Development & Mentoring Programs
• Community Volunteering & Company Philanthropy Programs
• Employee Peer Recognition Programs - 'You Earned it'