Senior Manager, Customer Experience

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.
Q2 is seeking a Senior Manager, Customer Experience who will coach and guide Customer Experience Managers to ensure that Q2 c ustomers are satisfied with company products and services and have an overall positive experience. The Senior Manager will work closely with the Customer Success leadership team as well as other areas of Q2 to attain the ideal customer experience and ensure customer satisfaction.

• RESPONSIBILITIES:

• Coach CEMs to ensure proficiency in identified activities such as regularly scheduled operations calls, site and system reviews, and customer success planning run jointly with our Customer Success Manager partners
• Maintain clear communication and a shared plan of customer service with Customer Experience Management (CEM)
• Train new Customer Experience Managers (CEMs) based on outlined training schedule; ensure each new staff member is prepared to meet the responsibilities of their role as a CEM

• Lead in developing new or strategic processes and activities to assist in creating deeper relationship s with our customer s
• Ensure CEMs follow the Customer Engagement Program and adhere to the Customer Engagement Lifecycle, our guide to achieving customer success
• Assist CEMs with prioritization and/or escalation of Implementations projects to ensure highest customer experience and satisfaction
• Develop relationships across the organization that will assist the CEMs in escalating high priority issues
• Review Customer Satisfaction Survey Responses for each CEM and coach on improvements as needed

• Monitor the logging of proactive activities to ensure CEMs are achieving their goals
• Assist in the identification of beta and early adopter customer s for upcoming Product and Feature releases
• Represent Q2 at customer events and Customer User group sessions, as needed or assigned
• Work closely with other teams within Q2 to develop clear communication paths and assist with identifying process improvements
• Serve as escalation point for CEMs as needed

• Meet with customer s as needed to resolve escalations or enhance customer relationship s
• Conduct performance reviews, bi-weekly 1X1's, etc. as outlined by Q2 Human Resources
• Design, monitor and otherwise implement any required Performance Improvement Plans (PIP's) for CEMs identified as underperforming
• Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to

• KNOWLEDGE AND SKILLS:

• Typically requires a Bachelor's degree in (relevant degree) and a minimum of 10 years of related experience; or an advanced degree with 6+ years of experience; or equivalent relevant work experience.
• Typically requires 2-5 years managing and developing employees.
• Proven results in metrics-driven customer advocacy and satisfaction environment
• Proven relationship-building skills and experience maneuvering internally within a large corporation and externally within a customer organization

• Working knowledge of Salesforce, Jira, and SharePoint applications
• Strong presentation skills
• Articulate, thorough, and process-minded individual
• Strong attention to detail
• Ability to travel
• #LI-Remote
• #LI-ET1

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 range for this position for New York City, Seattle and the San Francisco Bay Area-based roles is $123,000.00-$161,000.00
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 $108,000.00-$139,000.00
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

• 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"

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 , 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.