Remote Senior Customer Experience Manager

Summary

Join our vibrant sales team at Nintex, where you'll be part of a supportive environment that values your expertise and dedication. As a Senior Customer Experience Manager, you'll drive adoption, usage, and account growth for existing top annual recurring revenue (ARR) customers.

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