nCino offers exciting career opportunities for individuals who want to join the worldwide leader in cloud banking. As a Customer Success Manager (CSM) you are ultimately responsible for ensuring the success of a small portfolio of nCino’s customers. As a CSM, you will be responsible for driving customer adoption and success by providing advice, usage/adoption recommendations, risk identification and mitigation. The CSM will bring nCino's best ideas, innovations and capabilities to their portfolio of customers and match these to the customer’s business goals, driving greater value and executive alignment between the customer and nCino. The end result is increased customer satisfaction, retention and expansion of the nCino footprint within the institution. As a trusted advisor and coach, you are the post-sales success leader for your assigned accounts and provide your customers with a Success Blueprint. In addition to the business process and change management skills needed for this role, the CSM should possess application knowledge or IT expertise in combination with exceptional customer management experience. The CSM will work closely with the entire account team to strengthen the customer relationship at all levels in order to execute the overall account strategy. You will also help troubleshoot and address any issues that impact the customer’s success. CSM's are required to maintain strong working relationships with other nCino customer facing personnel in the Sales, Services, Engineering, Marketing and Product Management ecosystems with the goal of owning the post-sale strategy. With deep knowledge of banking and nCino, you will be leading business discussions and workshops on the adoption and ongoing business value realisation of the nCino solution. Hence, you should be familiar with Australia and New Zealand banking regulations and governance (other APAC countries a bonus) and fluency in any other APAC or Japanese language would be a bonus. This position is based in Auckland, New Zealand. ResponsibilitiesAs the Success Program Leader, you own ultimate responsibility for the customer’s contract renewal and for expansion successEnsure that customers derive maximum value from their investment in nCino, utilize all of their licenses, identify new opportunities, and collaborate with sales teams to ensure growth attainment and increased footprint through an Executive Business Review processWork in tandem with Sales Account Managers and Support Engineers to manage assigned accounts to ensure customer success with the nCino Bank Operating SystemPartner with the customer to establish a transformational Optimization Plan to ensure achievement of business goalsEffectively network within an account from the C-Level down in order to achieve successful execution of the customer’s Optimization PlanDevelop a comprehensive understanding of the customer’s business challenges and objectives to appropriately map nCino features and associated business benefits to address their needsIdentify risks to the customer by achieving their stated business goals and developing a risk mitigation planServe as a customer advocate in driving industry best practices and the evolution of nCino product and platform functionality, courses and administrative services integral to the customer's successDevelop and maintain long-term relationships with stakeholders in your account portfolioProvide thought leadership and best practices, both internally and externally, around business transformationDeliver successful customers to the contract renewal cycle and, where necessary, support the renewals process to minimize customer attritionBecome Salesforce.com certified with at least two different certifications within your first six months of employmentQualificationsRequired:Bachelor’s degree and a minimum of 6 years functional work experience or an equivalent combination of education, experience Experience with account portfolio planning and prioritization a mustAbility to serve as credible and effective advisor/coach, especially around change management (cultural, technical and business)Strong communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialogProven effectiveness at leading and facilitating meetings and workshopsAbility to prioritize, multi-task and perform effectively under pressureStrong knowledge of business processes (Sales, Marketing, Service, Support), business applications and automationWorking knowledge of the software development process and of software design methodologies (coding experience is not required, but may be useful)Desired:Experience with CRM systems such as Salesforce.com or systems built on relational databases a big plusFinancial services/banking experienceKnowledge of nCino product and platform features, capabilities and best useCRM or IT experience and knowledge of nCino competitive landscape and technical ecosystemOtherThis position is located in Auckland and requires 50-75% travel in APAC with occasional travel to the nCino offices in the Australia. If you thrive in a high-energy, entrepreneurial environment, we invite you to share your passion, ideas and excitement at nCino. nCino provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, disability, genetics or other protected groups. In addition to federal law requirements, nCino complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.nCino is committed to the full inclusion of all qualified individuals. As part of this commitment, nCino will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact us at recruiting@ncino.com. Our commitment to inclusion and equality includes a strong belief that the diversity of our team is instrumental to our success. We strive to create workplaces where employees are empowered to bring their authentic selves to work.
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