Customer Success Manager US

Nintex Global Limited • Bellevue, WA

324d • Remote

About The Position

The Customer Success Manager (CSM) is responsible for 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 through the use of demonstrations and proofs of concept. 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.

Requirements

• Bachelor's degree
• Experience with Relationship Management
• Experience with Automation Solutions Consulting
• Experience with Product Adoption
• Experience with Customer Health Assessment
• Experience with Technical Design

Responsibilities

• Identify and document customer goals and objectives through consistent ongoing customer engagement.
• Provide technical consulting and design for potential solutions.
• Engage with customers regularly to provide coaching, discovery and product awareness calls.
• Coordinate with Nintex Account Managers on each customer in the portfolio and develop a customer success plan that is co-authored between Sales and Sr CSM.
• 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 products.
• Create and deliver functional demonstrations or proofs of concept of customer specific solutions.
• Monitor customer adoption and proactively engage with low adoption customers to increase utilization.
• Partner with the Sales team on customer feedback of interest, driving usage and adoption, and insights on potential upsell opportunities.
• Monitor customer service for support issues raised, overcome technical roadblocks, and escalate at-risk accounts as necessary.
• Lead technical product evangelism as a trusted advisor from Nintex to the customer.
• Be the voice from the field and gain intelligence on what customers and partners are doing with our products to improve their businesses.
• Deliver product feedback and feature gaps on behalf of customers to R&D for consideration.
• Drive Nintex business relevant content via partners and/or direct to customers.
• Deliver Nintex ‘how to' training to workflow professionals at the customer location in coordination with the partner of record.
• Identify Microsoft CSM counterparts regionally where customer resides and coordinate customer success approach (if required).
• Work 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.
• Track and measure business impact, risks and successes, and report out to cross-functional stakeholders.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree