Account Manager

nCino, Inc.; Sasolburg; On-site; USD 60 000 - 100 000; Full time

Job summary

Join a forward-thinking company as a Customer Success Manager, where you'll drive customer adoption and success for a portfolio of clients. You'll act as a trusted advisor, working closely with account teams and clients to enhance satisfaction and retention. This role offers the chance to innovate onboarding processes, conduct C-suite level meetings, and ensure clients maximize their use of the platform. If you thrive in a high-energy environment and are passionate about customer success, this is the perfect opportunity for you.

Qualifications

• 8+ years in customer service or account management.
• Strong communication and interpersonal skills.

Responsibilities

• Manage renewals for up to 100 clients and drive product adoption.
• Identify upselling opportunities and enhance customer satisfaction.

Skills

Customer Service

Account Management

Communication Skills

Change Management

Analytical Skills

Education

Bachelor's Degree

Postgraduate Degree

Tools

CRM Systems

Salesforce

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 responsible for ensuring the success of a small portfolio of nCino’s customers. Your role involves driving customer adoption and success by providing advice, recommendations, risk mitigation, and aligning nCino's capabilities with customer business goals to enhance value, satisfaction, retention, and expansion. You will act as a trusted advisor, working closely with account teams to strengthen relationships, troubleshoot issues, and promote product adoption.

Key Activities

1. Manage client renewals for up to 100 clients.
2. Identify and execute opportunities for upselling and cross-selling.
3. Ensure product adoption and facilitate change management.
4. Establish and maintain professional relationships with clients.
5. Conduct meetings and presentations at a C-suite level.
6. Coordinate with internal teams to meet customer expectations.
7. Continuously assess client needs and develop initiatives to increase satisfaction and retention.
8. Assist teams in achieving financial targets and growth objectives.
9. Educate customers on functionality to increase product usage.
10. Resolve product issues and communicate solutions effectively.
11. Innovate onboarding processes and prioritize customer experience.
12. Communicate effectively via phone, email, and in-person meetings.

Requirements

• Bachelor’s Degree; postgraduate is advantageous.
• Minimum 8 years in customer service or account management.
• Strong communication, social, and writing skills.
• High energy, positive attitude, creative thinking, and multitasking ability.

Qualifications

• Bachelor’s degree plus 3+ years relevant experience or equivalent.
• Experience in portfolio planning and prioritization.
• Effective advising and coaching skills, especially in change management.
• Strong interpersonal skills and knowledge of nCino’s product and platform.
• CRM or IT experience, familiarity with competitive landscape.
• Proven facilitation skills for meetings and workshops.
• Ability to prioritize and perform under pressure.
• Knowledge of business processes and automation.
• Understanding of software development and design methodologies.
• Analytical skills for problem evaluation and recommendation.
• Leadership or mentoring experience preferred.

Desired

• Experience with CRM systems like Salesforce.
• Financial services experience, including retail and commercial banking, digital engagement, and financial analysis.

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

nCino is an equal opportunity employer committed to inclusion and diversity. We provide reasonable accommodations for qualified individuals with disabilities. For assistance, contact us at [e-mail].