Customer Success Manager

About the Role

Q2 is seeking a highly motivated Customer Success Manager to steward the success of relationships with Non-Bank Lenders across their journey. This role is part of the Symphonix business line, within the Q2 Go-To-Market organization, which provides a Software-as-a-Service lending platform for global Non-Bank Lenders.

Key Responsibilities

• Participate in the implementation process for new clients, building rapport and learning client needs.
• Meet with assigned clients to discuss strategic and operational initiatives, and align on plans to overcome challenges.
• Analyze customer problems, needs, and requirements, and position Symphonix products and services to resolve them.
• Ensure customer issues are dealt with efficiently and escalate to Management as needed.
• Partner with assigned accounts to discuss renewal needs, develop renewal strategies, and execute renewals.
• Coordinate with Support, Product, Engineering, Legal, Finance, and Accounting teams to address client requests.
• Identify and execute expansion and cross-sell opportunities with existing clients.
• Represent Symphonix at Customer Advisory Boards and/or conferences.
• Lead the demo process for expansion opportunities.

Requirements & Tech Stack

• Fluent written and oral communication in English.
• Familiarity with Salesforce tools like CRM.
• Proven results in cross-sales quota and metrics-driven customer advocacy and satisfaction environment.
• General relationship building skills and ability to maneuver within FI management structure to engage at the Executive level.
• Articulate, thorough, and process-minded individual.

Qualifications

• Typically requires a Bachelor's degree or equivalent experience and may require up to 2 years of related experience; or an advanced degree without experience.
• CSM / Sales experience of 2+ years preferred.
• Lending experience of 2+ years preferred.
• SaaS software experience preferred but not required.