Junior Account Manager

nCino, Inc.; Gauteng; On-site; ZAR 450 000 - 600 000; Full time

Job summary

Join a leading cloud banking company as a Customer Success Manager, where you'll drive customer adoption and success. This role involves managing client relationships, ensuring product adoption, and collaborating with teams to enhance customer satisfaction. Ideal candidates will possess strong communication skills, a Bachelor's degree, and a minimum of 3 years in customer service or account management. If you thrive in a dynamic environment, nCino offers exciting opportunities for growth and innovation.

Qualifications

• Minimum of 3 years in customer service or account management.
• Ability to serve as a credible advisor/coach around change management.

Responsibilities

• Manage client renewals for up to 100 clients.
• Identify and pursue opportunities to sell new services.
• Educate customers on functionality to increase usage and adoption.

Skills

Communication

Change Management

Interpersonal Skills

Analytical Skills

Education

Bachelor’s Degree

Postgraduate Degree

Tools

CRM

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, and risk mitigation strategies. You will introduce nCino's innovations and capabilities to align with customers' business goals, thereby increasing satisfaction, retention, and expansion of nCino's footprint.

The CSM acts as a trusted advisor and coach, providing a Success Blueprint to your accounts. You should possess business process, change management skills, and application knowledge or IT expertise, combined with exceptional customer management experience. Collaboration with the entire account team is essential to strengthen customer relationships and execute strategic plans. Additionally, you will troubleshoot issues impacting customer success and maintain strong relationships with other nCino teams across sales, services, engineering, marketing, and product management.

Key Activities

1. Manage client renewals for up to 100 clients.
2. Identify and pursue opportunities to sell new and complementary services, including upselling existing services.
3. Ensure product adoption and facilitate change management and product enhancements.
4. Establish and maintain professional relationships with clients.
5. Conduct meetings and presentations at a C-suite level.
6. Coordinate with various teams to meet customer expectations.
7. Continuously assess client needs and business objectives.
8. Develop initiatives to increase customer satisfaction and retention.
9. Help all teams meet financial targets and growth objectives.
10. Engage with customers to positively influence their perception of possibilities from a business and strategic perspective.
11. Educate customers on functionality to increase usage and adoption.
12. Resolve product issues or concerns efficiently.
13. Identify, communicate, and resolve moderately complex issues.
14. Innovate onboarding processes within prescribed time frames.
15. Prioritize for the best customer experience while driving retention.
16. Communicate effectively via phone, email, and in-person meetings.

Requirements

• Bachelor’s Degree; postgrad is advantageous.
• Minimum of 3 years in customer service or account management.
• Strong communication, social, and writing skills.
• High energy, positive attitude, creative thinking, and ability to handle multiple priorities.

Qualifications

• Bachelor’s degree and 3+ years of relevant experience or equivalent performance.
• Experience in portfolio planning and prioritization.
• Ability to serve as a credible advisor/coach around change management.
• Strong interpersonal skills, conflict mediation, and knowledge of nCino’s product features.
• CRM or IT experience, familiarity with the competitive landscape.
• Proven ability to lead meetings and workshops.
• Ability to multitask and perform under pressure.
• Knowledge of business processes and automation.
• Understanding of software development and design methodologies.
• Analytical skills for problem evaluation and recommendations.
• Ability to exercise judgment to achieve goals.
• Potential to coach or lead others with minimal oversight.

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, ideas, and excitement at nCino.

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

We believe that diversity enhances our success and strive to create workplaces where employees can be authentic and empowered.