Account Manager

nCino, Inc.; Johannesburg; On-site; ZAR 600 000 - 800 000; Full time

Job summary

A leading cloud banking firm in Johannesburg is seeking a Customer Success Manager to drive customer adoption and success. You will manage renewals for a portfolio of clients, facilitating change management and maintaining professional relationships. The ideal candidate possesses a Bachelor's degree and over 4 years of relevant experience, strong communication, and interpersonal skills, as well as expertise in change management. This role offers an opportunity to make a significant impact on customer satisfaction and retention.

Qualifications

• 4+ years of customer success experience or similar.
• Experience with account portfolio planning.
• Strong knowledge of business processes.

Responsibilities

• Manage renewals for up to 100 clients.
• Drive customer adoption and success.
• Conduct meetings at C-suite level.

Skills

Strong communication skills

Ability to multi-task

Change management expertise

Conflict mediation

Problem analysis

Education

Bachelor's degree

Tools

CRM systems

Job description

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.

Responsibilities

• 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.

Qualifications

Required:

• Bachelor’s degree and 4+ 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.
• 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 or systems built on relational databases a big plus.
• SaaS Experience.