Customer Success Specialist at GeoVictoria ensuring effective platform use and customer satisfaction. Engaging clients in Santiago, Chile to foster relationships and promote growth.
About the role
- Senior Customer Success Manager at Q2 building and maintaining relationships with financial institutions. Focused on ensuring customer success and strategic account management.
Responsibilities
- Build and maintain respectful and collaborative relationships with new and existing clients, as assigned
- Participate in the implementations process for new clients as assigned(optimally four times per year), 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
- Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to
- 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
Requirements
- Typically requires a Bachelor’s degree and a minimum of 8 years of related experience; or an advanced degree with 6+ years of experience; or equivalent related work experience.
- In depth experience supporting clients
- Minimum 5 years’ direct experience managing strategic accounts
- Banking or Banking software experience required
- Proven results in cross-sales quota and metrics-driven customer advocacy and satisfaction environment
- Proven executive relationship-building skills and experience maneuvering within C-level structure of a large account
- Articulate, thorough, and process-minded individual
- Must be willing to travel
- 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.
Benefits
- 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”
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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