Q2 Software - Austin, TX
posted 2 months ago
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.