Senior Customer Success Manager

Senior Customer Success Manager

Q2 is a leading provider of digital banking and lending solutions to banks, credit unions, alternative finance companies, and fintechs in the U.S. and internationally. Our mission is simple : build strong and diverse communities through innovative financial technologyand we do that by empowering our people to help create success for our customers.

Q2 is seeking a Senior Customer Success Manager dedicated to stewarding the success of a portfolio of leading US banks financial institutions leveraging the PrecisionLender platform. In this role, you will be responsible for driving measurable business outcomes for our clients by helping them unlock the full value of Precision Lender's relationship profitability and pricing solutions.

You will cultivate strong, multi-level relationships with clients and internal partners, developing a deep understanding of each customer's business goals. By aligning Q2's innovations with those objectives, you'll help drive meaningful results and long-term success. Supported by a team of technical and business experts, you'll serve as a trusted advisor, ensuring consistent delivery of value and building a portfolio of lifelong advocates who expand their use of Q2 solutions.

A typical day includes :

• Building and maintaining respectful and collaborative relationships with new and existing clients as assigned, resulting in their retention and expansion
• Participating at the final stages of a new client sales process and at defined points during implementation, not as their primary delivery liaison, but to begin building rapport with the client and to learn more about their business and needs
• Meeting with assigned clients regularly to review their usage statistics and bank performance, determine any needs they may have, and position PrecisionLender / Q2 products and services to resolve / meet them
• As fellow members of the account team, partnering with PrecisionLender Client Experience Managers to maintain clear communication and a shared plan of client service and success
• Managing client renewals for assigned accounts, including using the renewal event to assess client's current state and determine additional needs that could be addressed by PrecisionLender / Q2
• Preparing and escalating pricing recommendations, adjustments, and credits through the defined Delegation of Authority (DOA) process
• Developing and negotiating proposals with clients; working with internal counsel to develop and deliver contractual amendments and new contracts
• Generating client interest and participation in PrecisionLender / Q2 events (client conference, user groups, client advisory boards, etc.)
• Securing client references and approving or declining reference requests from account executives and other relationship managers
• Maintaining client detail information in Salesforce (e.g., visit logs, call logs profile updates, client reference status, client retention risk ratings, holiday cards and gifts, etc.)
• Coordinating and delivering product demos and product-specific discussions for existing clients
• Based on feedback from clients, providing input to the Product Team on system enhancements and new releases, including support of projects as needed
• Assisting clients with documentation for audit requests (i.e. financials, or data from Q2 not posted in the Client portal)
• Coordinating, as needed, with vendor partners to address client requests
• Participating in cross-sell campaigns as assigned
• Representing PrecisionLender / Q2 at client events, onsite group sessions, as needed or assigned
• Ensuring that all security, availability, confidentiality, and privacy policies and controls are adhered to

Here's what we're looking for :

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.

Q2's compensation reflects the cost of labor across a variety of U.S. geographic markets, and we pay based upon the applicant's geographic location as well as job-related knowledge, skills, and experience. This position is an exempt position and the salary range for this position for New York City, Seattle, and the San Francisco Bay Area-based roles is $107,000.00-$139,000.00. For New York state (outside New York City), Washington state (outside Seattle), California (outside the San Francisco Bay Area), and Colorado-based roles, the anticipated base salary range for this position is $92,000.00-$128,000.00. Your recruiter can share more about the specific salary range for the applicant's actual geographic location during the hiring process. Salary ranges for Sales positions are expressed as total target compensation (TTC = base + commission). A variable bonus and / or restricted stock unit grant may be provided as part of the compensation package in addition to a range of medical, financial, and / or other benefits, dependent on the position offered.

Health & Wellness

We're proud to foster a supportive, inclusive environment where career growth, collaboration, and wellness are prioritized. And our benefits go beyond healthcareoffering resources for physical, mental, and professional well-being. Q2 employees are encouraged to give back through volunteer work and nonprofit support through our Spark Program. We believe in making an impactin the industry and in the community.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, or veteran status. Applicants in California or Washington State may not be exempt from federal and state overtime requirements.