Senior Customer Experience Manager

Summary

Join Nintex as a Senior Customer Experience Manager and drive adoption, usage, and account growth for top-tier customers. You will build relationships, explore new use cases, and partner with internal and external teams to ensure customer success. This role requires strong communication, problem-solving, and the ability to manage multiple projects simultaneously. You will be responsible for onboarding, engagement, and timely renewals, while working cross-functionally to address customer issues and provide feedback. Success in this role involves proactively identifying and mitigating risks, staying updated on new product enhancements, and ensuring high customer satisfaction. Nintex offers a hybrid work model with various benefits.

Requirements

• 7+ years’ experience in systems application consulting or account management, either via a SaaS or internal IT organization, or externally with a consulting firm or a software provider
• Must be able to interact and communicate with individuals at all levels of the organization
• Experience working as Point-of-Contact for internal and external coordination of specific programs and initiatives with customers
• Experience segmenting customers, providing different levels of outreach, from tech touch to personalized interaction

Responsibilities

• Establish a good understanding of the customer’s goals and other KPIs to provide advice on effective implementation, identifying roadblocks or risks, and providing assistance when necessary to ensure strong adoption and customer satisfaction
• Onboard follow ups and engagements with customers at the end of the pre-sales lifecycle; aligned closely with the regional sales teams in reinforcing customer retention, renewal, adoption and delivery goals
• Capture Use Cases and develop customer advocacy through testimonials, case studies and participation to Nintex events
• Proactively assist efforts of Sales and Professional Services teams with the growth and depth of strategic relationships within assigned customers
• Partner with Customer Success Managers and Sales to drive usage and adoption on slow and low use customers
• Partner with the Presales & Sales team to upgrade the existing Nintex customers to Nintex latest and greatest platforms and technologies
• Serve as the escalation point for customers, driving issues to resolution either individually or via the appropriate Nintex team members
• Working 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
• 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 in order to add maximum value to the customer, ensuring they are aware of all solutions in Nintex portfolio
• You will be responsible for the timely renewal of all assigned contract renewals. This involves working directly with customers and partners to ensure timely and accurate execution
• Provide accurate monthly renewal forecasting
• You will have regular check-in calls to the end users
• You will ensure Salesforce is kept updated with customer information and every conversation is captured
• You will use customer usage data to drive customer success through the use or proper leveraging of Nintex products. Proactively manage each customer’s business needs and environments
• You may be required to complete reasonable additional duties or tasks, as directed by your manager

Preferred Qualifications

• 3+ years’ Nintex Workflows or Nintex K2 experience (with some preferred customer/business-facing experience) will be a significant plus
• 3+ years of Experience working in regional roles across GCC / MENA
• Experience working in a channel-led organization is a plus

Benefits

• 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 at-home and in-office work. This role is remote, with intentional opportunities to collaborate and connect with your colleagues both async and in person
• 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