Manager, Engagement

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: The Q2 Premier Services team has a new career opportunity available for a Manager, Engagement. This key individual will be responsible for leading, guiding and owning multiple complex, large transformation engagements and ensuring client success, which includes ensuring business objectives and outcomes are met, overseeing end to end successful delivery of multiple large programs, delivery of financial metrics around program portfolio and managing client relationships and escalations. In addition, this position is responsible to assist in cross sell, up sell, driving CSAT, SME knowledge & best practices across the entire Consulting & Delivery practice. The ideal candidate will have previous experience within the financial services industry, direct experience within previous partner/customer Enterprise Software operations, managed executive engagement, presentation and communications, and possess a strong consultancy acumen. A Typical Day: Seamlessly orchestrate all aspects of the client's experience lifecycle from Strategy Alignment to Management consulting including Custom Development & Delivery (Premier Services Delivery), Hosting and Support. Responsible for ensuring high customer satisfaction across their entire Q2 experience, engagement renewal, reference-ability and Q2 contract renewal Executes and manages the E2E engagement model that produces success for Premier/Enterprise customers. Engage in regular cadence communications with customers to coordinate current and upcoming projects. Pro-actively identify “at-risk” customers and develop strategies with internal teams, management and Executive Leadership Team to ensure customer retention. Responsible for detailed delivery reviews, feedback, quality, risk mitigations, mentoring and guidance across multiple programs and guiding the teams across risks, issues, and roadblocks. Responsible for solving customer escalations by analyzing the issues, doing root cause analysis, managing multiple stakeholder expectations, and bridging gaps. Collaborates with Delivery Managers, Program Resource Manager and PMO Manager on staffing projects effectively, resource management and feedback, bookings, hiring plans and skills development. Facilitates all negation efforts with customers surrounding contracts agreements. Collaborates and manages with Sales on SOWs, estimation reviews and approvals, best practices in sales/delivery collaboration and process improvements in sales/delivery collaboration. Thinks and acts critically to ensure relevance of services to meet changing client and industry needs Understands the client’s short- and long-term strategy goals. Build a plan to integrate Premier Services and the client goals. Manages project proposals, timelines and deliverable for engagements from proposal through implementation in conjunction with the Services Delivery team Represents the client voice to internal cross-functional teams including Sales, CSM, Support and Product teams. Bring Your Passion, Do What You Love. Here’s What We’re Looking For: 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. Excellent problem-solving and consultative capabilities Domain knowledge and industry awareness of market operations, Middle Office, Asset Servicing, reference data and compliance, risk, and finance Excellent client facing skills in order to chair workshops and governance forums, understand problem statements, elicit client feedback, present proposals Business development experience and commercial acumen – experience covering client organization, identifying opportunities, building and delivering commercial proposals Following experience is a plus: Banking Operations Change or Operations IT experience, product or business development experience at a FinTech or Services provider, consultancy experience 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. 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. Mission In 2004, Q2 founder Hank Seale set out to build a different kind of company. Our mission, to build strong and diverse communities by strengthening their financial institutions, is at the heart of everything we do. Vision Our vision is to create meaningful financial experiences throughout the financial journey so our customers can focus on building lasting relationships with their account holders. To get there, we combine the must-haves of digital banking – feature functionality, operational excellence and integrations – with the next-generation of technology principles: data-driven insights, open technology and design thinking. We call this philosophy FinX, and it spans everything we do, from product development and platform architecture to how we hire. Values Providing superior software and service starts with our purpose-built culture, defined by our Ten Guiding Principles. These principles were established by Hank Seale, our founder, and have served as a constant reminder of how Q2 employees should conduct themselves with peers, customers, and partners for 15 years. Building something different and special takes the right kind of people, and we hope you’ll join our team.