About Nintex

At Nintex, we are transforming the way people work, everywhere.  Nintex is the global standard for process intelligence and automation. Today more than 10,000 public and private sector organizations across 90 countries turn to the Nintex Process Platform to accelerate progress on their digital transformation journeys by quickly and easily managing, automating and optimizing business processes. We improve their lives though the technology we build.  Nintex engineers are building more than just software and know the impact one line of code can make. We are the experts that build the industry’s most complete process and automation platform to transform the way people work.

If you’re interested, curious and want to learn and do more, the sky is the limit here. We take a solutions-oriented and collaborative approach and we don’t wait to create and carry out opportunities for innovation in our business – and our products. Our work makes the hard stuff appear easy to anyone with clicks-and-not-code process automation.  We are committed to fostering a workplace that supports amazing people in doing their very best work every day.

About the team and the role: 

As Customer Success Manager at Nintex you are 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, 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 at-risk accounts as necessary. 

 Evangelism and Enablement 

• 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 
• Identify Microsoft CSM counterparts regionally where customer resides and coordinate customer success approach (if required) 
• Co-deliver with Microsoft CSM counterparts customer usage workshops and initiatives (as/if it makes sense) 

Other tasks 

• Working cross-functionally 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 on-boarding 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.
• 3 - 5 years in a customer support, business development, sales, or customer success role preferably with a software company. 
• Experience with detailed account planning.

What’s in it for you? 

Nintex employees have the freedom to work how they work best. We are virtual-first across our global workforce. Our people work in the way that best suits them and their teams - whether at home, in an office, or another place that sparks creativity, focus and collaboration. Our work environment is such that our people can successfully deliver their work while adequately supporting their lifestyle and preferences.  

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
• Mindfulness and counseling resources
• Invention/patenting assistance
• Meaningful recognition
• Community impact opportunities
• Multiple tools through which to learn and grow, and an incredible global community 

View more here: https://www.nintex.com/wp-content/uploads/2023/01/Global-Perks-and-Benefits.pdf.  

We are a 2023 Circle Back Initiative Employer – we commit to respond to every applicant. 

#LI-REMOTE