As a market leader in digital sales, the Q2 Gro team is responsible for the ongoing innovation and expansion of the Q2 Gro Checkout and Gro Business products. Q2 Gro’s intuitive digital sales platform provides an optimized user experience for tasks such as account opening and loan underwriting. Our mobile-first, streamlined account opening capabilities are proven to reduce abandonment and shorten the application process to under four minutes, helping our Financial Institution clients to expand their reach through acquisition growth across digital channels.

This is a dynamic team that is dedicated to getting the job done (well.) We are looking for an experienced Customer Success Analyst that can harness that enthusiasm and knows how to work with clients to develop a culture that encourages both collaboration and independence.

 

RESPONSIBILITIES:

The Customer Success Analyst will be expected to execute multiple individual projects concurrently. For each project and for the overall management and coordination of project, the following objectives should be met.

  • Acts as a strategic business partner for clients in the digital channel – understanding and integrating best practices on digital marketing and sales and digital account opening
  • Maintains a thorough and deep knowledge of the product and value proposition and is able to represent it confidently to clients
  • Manages and is responsible for all aspects of the Gro digital sales platform implementation
  • Assists in determining business strategy internally based on client needs/plans.
  • Clearly articulate what is in scope and out of scope per the contract
  • Develop and maintain the project plan for in scope items, showing tasks, milestones, and dependencies
  • Develop and maintain the project schedule
  • Determine types of resources needed to achieve the project objectives
  • Coordinate activities across different organizational functions and teams
  • Work with Network Management, Infrastructure, Product, Development and Deployments teams to ensure key timeframes are known
  • Train and educate clients on the product and configuration options
  • Accurately answers not only product “how to” but “why” questions for both the product and for the client’s holistic digital sales strategy
  • Keep the project on track through team communication, coordination and conflict resolution
  • Control scope creep with clients and internal resources by understanding and articulating business drivers
  • Work closely with the client and team to problem solve issues that arise
  • Communicate expectations to participating client and internal team members to ensure SLAs are met
  • Track project progress toward meeting its objectives through use of project management tools
  • When adjustments are needed, communicate to stakeholders to gain alignment first, then take corrective actions to address changes in scope and deviations to timeline
  • Effectively support client and project deliverables all the way to Production
  • Identifies upsell opportunities within the Q2 Gro solutions set, and negotiates add-ons, upgrades, and Professional Services as needed. Please note: There are no specific upsell goals or related compensation
  • Travels to client’s sites for trainings as needed

 

EXPERIENCE AND KNOWLEDGE:

  • Typically requires 5+ years of previous work experience in a similar role – Customer Success (operational), project management with a financial technology company or financial institution
  • Bachelor’s Degree in related field or equivalent experience
  • Minimum of 2 years direct experience managing strategic accounts
  • Banking or Banking software experience required
  • Digital account acquisition experience a plus
  • Project Management Methodology exposure preferred (PMP or PMI)
  • Familiarity with enterprise software deployment architecture and methodologies
  • Experience building documentation and project plans using Excel, MS Project, and MS PowerPoint or other project management software
  • Ability to organize and execute multi-facet software deployments
  • Capable of assessing project risks and mitigations
  • Ability to convey technical concepts to business-oriented banking project teams and interact with technical internal resources 
  • Possess project leadership qualities
  • Experience managing client expectations with a commitment to customer satisfaction
  • Articulate, thorough, and process-minded individual
  • Proven executive relationship building skills and experience maneuvering within C-level structure of a large account
  • Strong written and oral communication skills with excellent people and teamwork skills
  • Ability to remain calm, diplomatic, and cooperative under stressful conditions
  • Attention to detail, exceptional follow-through, the ability to prioritize, stay organized, and multi-task in a fast-paced environment
  • Ability to travel 15% to client sites
Job Overview

Sign in

Sign Up

Forgotten Password

Cart

Cart

Remote
Job Alerts
Be the first to apply for new remote job listings.
Get Alerts

Share