Account Manager

nCino offers exciting career opportunities for individuals who want to join the worldwide leader in cloud banking.

As a Customer Success Manager (CSM) you are ultimately responsible for ensuring the success of a small portfolio of nCino’s customers. As a CSM, you will be responsible for driving customer adoption and success by providing advice, 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 Success Blueprint. In addition to the business process and change management skills needed for this role, the CSM should possess application knowledge or IT expertise in combination with exceptional customer management experience. The CSM will work closely with the entire account team to strengthen the customer relationship at all levels in order to execute the overall account strategy. You will also help troubleshoot and address any issues that impact the customer’s success. CSM's are required to maintain 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 Activities:
Manage client renewals for up to 100 clients.
Proactively identify and execute on opportunities to sell new and complementary services, as well as opportunities to upsell existing services.
Ensuring product adoption.
Facilitate change management and product enhancements.
Establish and maintain a professional relationship with clients.
Conduct meetings and presentations at a C-suite level.
Coordinate with various teams so that the customer’s expectations are met.
Continued assessments of client needs and business objectives.
Help develop initiatives to increase customer satisfaction and retention.
Assist all teams to meet financial targets and growth objectives.
Engage with customers in a way that thoughtfully changes their perception of what is possible, from both a business and strategic perspective
Educate customers on relevant functionality and content resulting in increased usage and product adoption.
Assist customers in resolving any product issues or concerns.
Perform issue identification, communication, and resolution for moderately complex issues.
Bring innovative approach to client onboarding within the prescribed time frames.
At a time prioritise for the best customer experience and while also staying keenly aware of how to drive retention across the entire customer base.
Communicate effectively and efficiently via phone, email and in-person meetings

.Requirements:
Bachelor’s Degree and postgrad is advantageous
8 years minimum in customer service/account management
Strong communication, social skills, and eloquent writing skills
High energy, positive attitude, with the ability to think creatively and handle multiple priorities
Ability to communicate effectively and efficiently via phone, email and in-person meetings

Qualifications
Required:
- Bachelor’s degree and 3+ years of relevant experience or a combination of experience, education and superior performance.
- 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 dialog- Knowledge of nCino product and platform features, capabilities and best use
- 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
- Working knowledge of the software development process and of software design methodologies (coding experience is not required, but may be useful)
- Ability to analyze significant problems and provide evaluation and recommendations
- Exercises breath of judgements in order to reach goals
- May coach/mentor/lead others under minimal direction

Desired:
- Experience with CRM systems such as Salesforce.com or systems built on relational databases a big plus
- Financial Services Experience; Including, but not limited to: Retail Banking, Business Banking, Commercial Banking, Commercial Pricing, Digital Customer Engagement, and Financial Analysis)

If you thrive in a high-energy, entrepreneurial environment, we invite you to share your passion, ideas and excitement at nCino.

nCino provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, disability, genetics or other protected groups. In addition to federal law requirements, nCino complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

nCino is committed to the full inclusion of all qualified individuals. As part of this commitment, nCino will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact us at [email protected]. 

Our commitment to inclusion and equality includes a strong belief that the diversity of our team is instrumental to our success.  We strive to create workplaces where employees are empowered to bring their authentic selves to work.