Customer Success Manager

2 weeks ago

Riyadh, Ar Riyāḑ, Saudi Arabia Promapp Full time

At Nintex, we are transforming the way people work, everywhere.

As the global standard for process intelligence and automation, we're trusted by over 10,000 public and private sector organizations across 90 countries. Our customers, from industry giants like Amazon, Coca-Cola, and Microsoft, rely on the Nintex Platform to accelerate their digital transformation journeys by managing, automating, and optimizing business processes quickly and efficiently. We improve their lives through the technology we build.

We are committed to fostering a workplace that supports amazing people in doing their very best work every day. Collaboration is constant, our workplace is fun, the environment is fast-paced, and we value our people's curiosity, ideas, and enthusiasm. Driven by passion and accountability, we take initiative, measure progress, and deliver results. Our culture fosters innovation and problem-solving, fueled by curiosity and a commitment to thinking big. Together, we move with agility, prioritize customer needs, and build unity through empathy, leaving a positive impact wherever we go.

About the role:

The Customer Success Manager – Named Accounts is responsible for customer retention among Nintex's top strategic accounts with a technical focus in line with adoption, usage, and account growth for existing top annual recurring revenue (ARR) customers of Nintex. This role includes evangelism and enablement of Nintex products to existing customers and to the specific top customers' partners. Helping our top customers get the most out of their Nintex investments, assisting their partners in the process, and driving adoption, usage, and account growth is the key charter for this role. This position also serves as a highly collaborative conduit between customer success, support, product, and sales and requires the ability to prioritize and manage multiple competing projects simultaneously. Critical elements to success include being proactive, results-driven, tenacious, and possessing the proven ability to engage and influence all levels of customers from business teams to executive and senior management.

Your contribution will be:

Adoption and Active Use

  • Coordinate with Nintex Account Managers on each customer in the portfolio and develop a customer success plan that is co-authored between sales and the CSM role.
  • Proactively scope technical solutions using Nintex products required to address customer requirements, assess customers' met and unmet needs, and recommend solutions that optimize value for both the customer, solution delivery partner, and Nintex.
  • Deliver workshops for the customer to determine the next logical use of Nintex.
  • Partner with the Sales team on:
    • Customer feedback of interest
    • Driving usage and adoption
    • Insights on potential upsell opportunities
    • Monitor customer service for support issues raised, overcome technical roadblocks, and escalate at-risk accounts as necessary.
  • Run QBR's with Nintex leadership reflecting goal-based outcomes for the customer in the following quarter.

Evangelism and Enablement

  • Serve as a product SME for chosen strategic customers.
  • Lead technical product evangelism as a trusted advisor from Nintex to the customer.
  • Be the voice from the field and gain intelligence on what our customers and partners are doing with our products to improve their businesses.
  • Drive Nintex business relevant content via partners and/or direct to customers.
  • Training and Enablement – delivering Nintex 'how to' training to workflow professionals at the customer location in coordination with the partner of record.
  • Product feedback and feature gaps delivered on behalf of the customer to R&D.
  • Relationship building through the customer's organization.

Other Tasks

  • Working cross-functionally with all Nintex departments to escalate customer issues, remove roadblocks, communicate customer challenges, and provide key feedback to ensure we are continuously focusing on improving the customer onboarding experience.
  • Tracking and measuring business impact, risks, and successes, and reporting out to cross-functional stakeholders. While working with the customer, you will be adept at unearthing issues such as financial risk, retention risk, risk of drop-off from usage and either address or communicate back to internal teams so they can mitigate and ensure total customer satisfaction.
  • Staying on top of all new product enhancements to add maximum value to the customer.
  • You may be required to complete reasonable additional duties, as directed by your manager.

To be successful, we think you need:

  • Bachelor's degree in computer science, business, or similar discipline.
  • 2 – 4 years in a customer support, business development, sales, or customer success role preferably with a software company.
  • Experience with detailed account planning preferred.
  • Experience with Nintex or other low-code solutions.
  • Salesforce experience required.
  • Tableau/Power BI experience preferred.

What's in it for you?

Nintex has a hybrid working model, enabling us to build culture, learn, and grow together. We intentionally connect and collaborate, while emphasizing flexibility with a blend of at-home and in-office work. This role is a hybrid role in our local Nintex office.

While our offerings differ from country to country, we offer our entire global workforce an array of exciting perks and benefits, including:

  • Global Gratitude and Recharge Days.
  • Flexible, paid time off policy.
  • Employee wellness programs and counseling resources.
  • Meaningful peer recognition and awards.
  • Paid parental leave.
  • Invention/patenting assistance.
  • Community impact, paid volunteer time, and opportunities.
  • Intercultural learning and celebration.
  • Multiple tools through which to learn and grow, and an incredible global community.

Become a part of the Nintex team, learn about our culture, and benefits that help our people thrive.

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