Senior Customer Experience Manager

About Q2

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 to build strong and diverse communities through innovative financial technology by empowering our people to help create success for our customers.

Summary

Q2 is seeking a Senior Customer Experience Manager who will report to the Customer Experience Team Manager. The Customer Experience Manager ensures that the client is satisfied with company projects and services, works closely with the Customer Success Manager (CSM), and oversees day‑to‑day relationships with customers. The role ensures schedules and budgets are met according to contractual agreements, cultivates future projects, qualifies new opportunities, and consults with other team members (Project Management, Services, Support, Technical Account Management) to meet mutual objectives.

Responsibilities

• Apply company practices and procedures in analyzing and resolving customer situations.
• Work on complex issues where analysis of situations or data requires in‑depth evaluation of variable factors; exercise judgment in selecting methods, techniques, and evaluation criteria.
• Network with key contacts outside own area of expertise.
• Provide advanced assistance and advocacy for client completion of Project Planning, Request for Quote (RFQs), and Project Pre‑Req documents.
• Manage larger, more complex, high‑visibility, strategic, and tactically important clients.
• Build and maintain respectful and collaborative relationships with new and existing customers.
• Participate in a scheduled weekly call with assigned CSM(s); review plans for the week and support CSM Account Plans and Territory Plans as needed.
• Maintain clear communication and a shared plan of client service with assigned CSM(s).
• Vet, research, and document any Enhancement/Custom Code/Professional Services requests with clients; provide estimates to the CSM for sales orders and monitor coordination with development work to ensure project timeliness.
• Assist CSM with enterprise projects (mergers, acquisitions, core conversions).
• Monitor delivery of implementation projects to ensure highest customer satisfaction; participate in periodic implementation updates on net‑new projects.
• Complete site and system reviews for Q2 customers and coordinate follow‑up with CSM.
• Support case review by reviewing support tickets as a preventative measure against escalations; work with Support Management on tickets requiring immediate attention.
• Respond to technical questions about system functionality; stay familiar with product roadmap and advise customers on future developments.
• Provide uptime reports and support case closure/aging reports to CSMs as needed for customer calls and visits.
• Maintain Customer Engagement Program: participate in regularly scheduled and as‑needed calls and in‑person meetings with assigned customers.
• Assist in identifying beta and early‑adopter customers for upcoming product and feature releases; serve as liaison for beta projects.
• Provide demos and/or training for customers as needed and support cross‑sale efforts; secure assistance from Sales Specialists, Solutions Consulting, or Q2 Training as needed.
• Ensure customer issues are dealt with efficiently by other Q2 areas; inform management of significant issues.
• Provide contract renewal assistance and input to the CSM and Renewal Specialist for assigned accounts.
• Coordinate, as needed, with vendor partners to address customer requests.
• Participate in cross‑sell campaigns identified by management.
• Represent Q2 at customer events and User Group sessions as needed or assigned.
• Provide input to Product Management on enhancements and new releases, including support of commercialization projects; identify product gaps and offer soft recommendations.
• Ensure adherence to all security, availability, confidentiality, and privacy policies and controls.
• Support efforts to secure customer interest and attendance in Q2 events (User Group, Customer Conference, Collaboration, etc.).
• Support efforts to maintain customer referenceability.
• Assist with maintaining accurate customer data in Salesforce.
• Back‑up CSM when out of office.

Experience and Knowledge

• 8+ years of experience, or 6+ years with a master’s degree, in Business‑to‑Business or Business‑to‑Consumer relationship management or client service roles.
• Experience in banking or banking‑software environments (required).
• Proven results in direct or support of cross‑sales quota and metrics‑driven client advocacy and satisfaction environments.
• Demonstrated relationship‑building skills with experience navigating large internal organizations and managing complex external client relationships.
• Ability to apply company policies and procedures to resolve routine issues.
• Exceptional knowledge of company products and services; may be tasked with introducing new products.
• Articulate, thorough, process‑minded, and detail‑oriented.
• Ability to travel as required.
• Fluent written and oral communication in English.

Benefits

• 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”

Equal Opportunity

Q2 is 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.

*Applicants must be authorized to work for any employer in the U.S.; Q2 is unable to sponsor or take over sponsorship of an employment visa at