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Client Experience Manager Jobs
Company | Q2 |
Address | United States |
Employment type | FULL_TIME |
Salary | |
Category | Financial Services |
Expires | 2023-09-01 |
Posted at | 8 months ago |
As passionate about our people as we are about our mission.
- Participate in a scheduled weekly call with assigned Relationship Manager(s) (RM). Review plan for the week or coming week. Be familiar with RM Account Plans and Territory Plan and support those plans as needed.
- Respond to more technical questions about system functionality from Q2 clients. Be familiar with Product roadmap and advise clients with questions on future developments.
- Participate in cross-sell campaigns as identified by Management.
- Provide contract renewal assistance to the RM for assigned accounts.
- Assist with maintaining accurate client data in SalesForce.
- Advanced knowledge in assisting and advocating for client completion of Project Workbooks, RFQs and Pre-Qual docs.
- Build and maintain respectful and collaborative relationships with new and existing clients, as assigned.
- Maintain Client Engagement Program: Participate in regularly scheduled and as needed calls with assigned clients. Participate in in-person meetings with clients as appropriate.
- Support Case Review – As needed review of Support tickets as a preventative measure against escalations. Work with Support Management on tickets that need to have immediate attention for best Client Service.
- Assigned to larger, more complex, high visibility, strategic and tactically important clients.
- Networks with key contacts outside own area of expertise.
- Maintain clear communication and a shared plan of client service with assigned RM(s).
- Back-up RM when out of office.
- Monitor delivery of Implementations projects to ensure highest Client Satisfaction. Participate in Net New Implementation kick off calls. Participate in periodic Implementation updates on Net New projects as available.
- Ensure that client’s issues are dealt with efficiently by the other areas of Q2, as needed and inform Management of significant issues.
- Vet/Research/Document any Enhancement/Custom Code/Professional Services requests with clients and provide estimate of hours and details to the RM for sales orders. Monitor coordination with any Development work required to ensure project timeliness. Assist RM with Enterprise Projects (mergers, acquisitions, core conversions).
- Assist in the identification of beta and early adopter clients for upcoming Product and Feature releases. Serve as liaison for beta and Meta projects as needed.
- Coordinate, as needed, with vendor partners to address client requests.
- Support efforts to maintain client referenceability.
- Support efforts to secure client interest and attendance in Q2 events (User Group, Client Conference, Collaboration, etc.).
- Represent Q2 at client events and Client User group sessions, as needed or assigned.
- Applies company practices and procedures in analyzing and resolving client situations.
- Provide input to Product Management on enhancements and new releases, including support of commercialization projects as needed. Identify product gaps and provide soft recommendations.
- Provide demos and/or training for clients as needed and in support of cross-sale efforts. Secure assistance from Solutions Consulting or Q2 Training as needed.
- Works on complex issues where analysis of situations or data requires in-depth evaluation of variable factors. Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results.
- Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to
- Provide Uptime reports and Support Case closure and aging reports to RM’s as needed for client calls and client visits
- Complete Site and System reviews for Q2 clients and coordinate with RM on required follow up once the review is complete.
- Typically requires a Bachelor’s degree and a minimum of 5 years of related experience; or an advanced degree with 3+ years of experience; or equivalent related work experience.
- Proven relationship-building skills and experience maneuvering internally within a large corporation and externally within a client organization.
- Q2, banking or banking software experience
- Exceptional level of knowledge of company products and services and may be tasked with introducing new products.
- Articulate, thorough, and process-minded individual
- Proven results in direct or support of cross-sales quota and metrics-driven client advocacy and satisfaction environment.
- Applies company policies and procedures to resolve routine issues.
- Ability to travel
- Hybrid & Remote Work Opportunities
- Flexible Time Off
- Community Volunteering & Company Philanthropy Programs
- Career Development & Mentoring Opportunities
- Employee Peer Recognition Programs – “You Earned it”
- Health & Wellness Benefits, including a 12-weeks of parental leave for eligible new parents
- Generous Retirement Benefit Plans, including a company-matching HSA program.
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