Customer Success Director
4 days ago
nCino is a leading cloud banking platform that offers exciting career opportunities for individuals who want to make a difference in the industry.
Job Profile OverviewThe Customer Success Director will be responsible for ensuring the success of a small portfolio of nCino's customers. This involves driving customer adoption and success by providing advice, usage/adoption recommendations, risk identification, and mitigation.
The ideal candidate 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.
This role requires a trusted advisor and coach who can provide customers with a Success Blueprint and work closely with the entire account team to strengthen the customer relationship at all levels in order to execute the overall account strategy.
The Customer Success Director will also help troubleshoot and address any issues that impact the customer's success.
This role requires 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.
Key Responsibilities- As the Success Program Leader, you own ultimate responsibility for the customer's contract renewal and for expansion success.
- Ensure 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 process.
- Work in tandem with Sales Account Managers and Support Engineers to manage assigned accounts to ensure customer success with the nCino Bank Operating System.
- Partner with the customer to establish a transformational Optimization Plan to ensure achievement of business goals.
- Effectively network within an account from the C-Level down in order to achieve successful execution of the customer's Optimization Plan.
- Develop a comprehensive understanding of the customer's business challenges and objectives to appropriately map nCino features and associated business benefits to address their needs.
- Identify risks to the customer by achieving their stated business goals and developing a risk mitigation plan.
- Serve 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 success.
- Develop and maintain long-term relationships with stakeholders in your account portfolio.
- Provide thought leadership and best practices, both internally and externally, around business transformation.
- Deliver successful customers to the contract renewal cycle and, where necessary, support the renewals process to minimize customer attrition.
- Become Salesforce.com certified with at least two different certifications within your first six months of employment.
- Bachelor's degree and a minimum of 2 years functional work experience or an equivalent combination of education, experience, and superior performance.
- Experience with account portfolio planning and prioritization a must.
- Ability to serve as a 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 dialogue.
- Proven effectiveness at leading and facilitating meetings and workshops.
- Ability to prioritize, multi-task, and perform effectively under pressure.
- Strong knowledge of business processes (Sales, Marketing, Service, Support), business applications, and automation.
- Working knowledge of the software development process and of software design methodologies (coding experience is not required, but may be useful).
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