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Customer Success Manager

2 weeks ago

Riyadh, Saudi Arabia Nintex Full time

About Nintex:

At Nintex we are transforming the way people work everywhere.

As the global standard for process intelligence and automation were trusted by over 10000 public and private sector organizations across 90 countries. Our customers from industry giants like Amazon CocaCola 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 theirvery best work every day. Collaboration is constant our workplace is fun the environment is fastpaced and we value our peoples curiosity ideas and enthusiasm. Driven by passion and accountability we take initiative measure progress and deliver results. Our culture fosters innovation and problemsolving 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 Nintexs 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 resultsdriven 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 coauthored between sales and the CSM role.
  • Proactively scope technical solutions using Nintex products required to address customer requirements assesses customers met and unmet needs and recommends 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 overcomes technical roadblocks and escalates atrisk accounts as necessary.
  • Run QBRs with Nintex leadership reflecting goalbased 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 are 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 customer to R&D.
  • Relationship building through the customers organization

Other Tasks

  • Working crossfunctionally with all Nintex departments to escalate customer issues remove roadblocks communicate customer challenges and provide key feedback to insure we are continuously focusing on improving the customer onboarding experience
  • Tracking and measuring business impact risks and successes and reporting out to crossfunctional 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:

  • Bachelors 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

Whats 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 athome and inoffice 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 workforcean 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

View more about our benefits here: Experience:

Manager