Customer Success Manager

Little Ferry, NJ, United States

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 Customer Success Manager to build and maintain relationships with new and existing clients across their 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 and maintain respectful and collaborative relationships with new and existing clients, as assigned

Participate in the implementations process for new clients as assigned, not as the primary liaison, but to begin building rapport with the client and learn their specific needs

Meet with assigned clients at least monthly by phone and in person as needed (but at least once per year) to review their online banking statistics, goals and future plans along with any specific issues they are having

Analyze customer problems, needs and requirements, and then position Q2 products and services to resolve/meet them

Ensure that customer’s issues are dealt with efficiently by the other areas of Q2, as needed and inform Management of significant issues

Provide contract renewal management for assigned accounts

Coordinate, as needed, with vendor partners to address client requests

Identify opportunities and cross-sell additional features of Q2 to existing clients

Participate in cross-sell campaigns as identified by the Director of Relationship Management

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

Provide input to Product Management on enhancements and new releases, including support of commercialization projects as needed

Provide demo and training support and/or scheduling for existing clients as needed

Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to

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

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.

In depth experience supporting clients

Minimum 4 years direct experience managing strategic accounts preferred

Banking or Banking software experience

Proven results in cross-sales quota and metrics-driven customer advocacy and satisfaction environment; target $2.5M per year or as assigned

Proven executive relationship building skills and experience maneuvering within C-level structure of a large account

Articulate, thorough, and process-minded individual

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.

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

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 here 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 Community page . Q2 supports dozens of wide-reaching organizations, such as the African American Leadership Institute, Ladders for Leaders, and The Trevor Project, promoting diversity and success in leadership and technology. Other deserving beneficiaries include Resource Center helping LGBTQ communities, JDRF, and Homes for our Troops, a group helping veterans rebuild their lives with specially adapted homes.

At Q2, our goal is to be a diverse and inclusive workforce that fosters mutual respect for our employees and the communities we serve. Q2 is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

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