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German Speaking Customer Success Manager - Banking

Employer
nCino, Inc.
Location
UK
Salary
Competitive
Closing date
21 Jun 2021

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Sector
Technology & New Media
Contract Type
Permanent
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Job Details

As a Customer Success Manager, you will be responsible for driving customer adoption and success by providing nCino best practices, 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 long term Success Optimization Plan.

  • 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 Success 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 Success 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 if not already


Qualifications
  • Required:
  • BA/BS degree and 3+ years functional experience
  • Financial services/banking experience
  • Exercises sound individual and team judgement
  • Experience with account portfolio planning and prioritization a must
  • Ability 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 dialogue
  • CRM or IT experience and knowledge of nCino competitive landscape and technical ecosystem
  • 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
  • Knowledge of nCino product and platform features, capabilities and best use
  • Working knowledge of the software development process and of software design methodologies (coding experience is not required, but may be useful)
  • Experience with CRM systems such as Salesforce.com or systems built on relational databases a big plus
  • Fluency in German is essential
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