Sr. Customer Success Manager

4 weeks ago

Calgary, Canada Q2 Full time

As passionate about our people as we are about our mission.

What We’re All About :

Q2 is proud of delivering our mobile banking platform and technology solutions, globally, to more than 22 million end users across our 1,300 financial institutions and fintech clients. At Q2, our mission is simple: Build strong, diverse communities by strengthening their financial institutions. We accomplish that by investing in the communities where both our customers and employees serve and live.

What Makes Q2 Special?

Being as passionate about our people as we are about our mission. We celebrate our employees in many ways, including our “Circle of Awesomeness” award ceremony and day of employee celebration among others We invest in the growth and development of our team members through ongoing learning opportunities, mentorship programs, internal mobility, and meaningful leadership relationships. We also know that nothing builds trust and collaboration like having fun. We hold an annual Dodgeball for Charity event at our Q2 Stadium in Austin, inviting other local companies to play, and community organizations we support to raise money and awareness together.

The Job At-A-Glance :

Q2 is seeking a Senior Customer Success Manager to steward the success of a small portfolio of global financial institutions across their entire Q2 journey. Through strong, multi-level relationships with customers and internal partners alike, you will maintain a deep understanding of customers’ business goals and align Q2 innovations accordingly to help achieve those objectives. Supported by a team of technical and business SMEs, you will be a trusted source of information and guidance, ensuring that valuable outcomes are consistently delivered to our customers. Ultimately, your charge will be to build a portfolio of lifelong customers that advocate for deep and expanded usage of Q2 solutions.

A Typical Day :

Build executive relationships and maneuver effectively through complex org structures

Provide insight and recommended improvements – based on customer feedback and your own command of the industry - to our solutions for global FIs

Maintain and expand relationships with technology and industry peers for continuous learning

Communicate with confidence and are a trusted partner

Proven ability to communicate with interpersonal and influencing skills acrossa 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 is natural for you

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

On any given day, you’ll be doing one or all of these things:

Identify and/or develop key relationships across our organization and our customers’

Lead client discovery calls to understand customer needs and potential solutions

Plan and lead business reviews, including strategies, Q2 roadmaps, and relevant industry best practices to help meet customer growth objectives

Lead strategic calls with executives to ensure they stay well informed about Q2, our solutions, services and innovation and that Q2 is meeting their expectations as a trusted partner

Engage with a cross-function of internal teams to proactively ensure the Q2 solutions delivered are understood and optimize and aligned to stated business objectives, celebrating successes and adapting to changes along the way

Work in partnership with Customer Experience Managers to build Success Plans that drive usage, adoption, and optimization

Collaborate with Implementation/Delivery/Professional Services teams to help understand custom requirements, promote solutions, align executive leadership, and facilitate decisions

Draft and deliver proposals that clearly articulate solutions and impact for customers

Identify, forecast, and build a pipeline for expansions and incremental customer solutions

Lead negotiations of contract renewals and incremental services and/or solutions

Represent Q2 at customer events and user group sessions, as needed or assigned

Promote Q2 innovations with customers and across industry networks

Work alongside a dynamic and committed team of humans
 

Bring Your Passion, Do What You Love. Here's What We're Looking For :

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.

#LI-BW1

Health & Wellness

Hybrid & Remote Work Opportunities

Flexible Time Off

Career Development & Mentoring Opportunities

Generous Retirement Benefit Plans, including a company-matching HSA program.

Health & Wellness Benefits, including a 12-weeks of parental leave for eligible new parents

Community Volunteering & Company Philanthropy Programs

Employee Peer Recognition Programs – “You Earned it”

Click to find out more about the benefits we offer.

How We Give Back to the Community:

You can learn more about our Q2 Spark Program, Q2 Philanthropy fund, and our employee volunteering programs on our . Q2 supports dozens of wide-reaching organizations, such as the , and , promoting diversity and success in leadership and technology. Other deserving beneficiaries include helping LGBTQ communities, , and , a group helping veterans rebuild their lives with specially adapted homes.

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