Senior Customer Success Manager

2 weeks ago

Calgary, Alberta, Canada Q2 Full time

About Q2

At Q2, we're passionate about building strong, diverse communities by strengthening their financial institutions. We accomplish this by investing in the communities where our customers and employees serve and live.

The Role

We're seeking a Senior Customer Success Manager to steward the success of a small portfolio of global financial institutions across their entire Q2 journey. You'll maintain strong, multi-level relationships with customers and internal partners, ensuring a deep understanding of customers' business goals and aligning Q2 innovations accordingly.

Key Responsibilities

  • Build executive relationships and navigate complex org structures
  • Provide insight and recommended improvements to our solutions for global FIs
  • Maintain and expand relationships with technology and industry peers for continuous learning
  • Communicate with confidence and be a trusted partner
  • Proven ability to communicate with interpersonal and influencing skills across a wide range of people and roles
  • Have a consulting mindset to show up with curiosity, seeking to understand customers' needs
  • Have a keen sense of people's needs, present and anticipated
  • Connect with empathy and a genuine desire to help
  • Lead with strategy and inclusivity
  • Demonstrate strategic and analytical thinking and decision-making skills
  • Formulate Success plans, iterate, and ensure delivery on commitments
  • Collaborate with team and customers to build and deliver meaningful outcomes
  • Provide a depth and breadth of experience in financial services and/or banking technology
  • Apply a track record of creating value and expanding relationships with long-term clients
  • Share best practices on all the above with other team members

Requirements

  • Typically requires a Bachelor's degree and a minimum of 12 years of related experience; or an advanced degree with 8+ years of experience; or equivalent related work experience
  • Extensive experience working in commercial banking and/or financial services consulting role, directing complex customer relationships
  • Digital banking technology and/or strategy experience preferred
  • Proven ability to work effectively remotely, and willingness to travel as needed

What We Offer

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

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