Senior Customer Experience Manager at Nintex

About the role: 

• The Senior Customer Experience Manager (CEM) is responsible for adoption, usage, and account growth for existing top annual recurring revenue (ARR) customers of Nintex. This role includes relationship development, exploring new Use Cases, evangelism, and partnering directly with Nintex Professional Services or Implementation Partners for enablement of Nintex products to existing customers, and to the specific top customers’ partners. Helping our top customers get the most out of their Nintex investments, assisting their partners in the process, and driving adoption, usage, account growth, and high renewal rates is the key charter for this role. 
• Through relationship building and frequent communication, the Senior CEM will assist in improved product adoption, increased knowledge of Nintex license policies, and help to maintain a high level of customer satisfaction ensuring an outcome of timely renewals.  Customer interactions will be focused on the top accounts by vertical, size and annual run rate.
• This position also serves as a highly collaborative conduit between customer success, support, product, and sales and requires the ability to prioritize and manage multiple competing projects simultaneously. Critical elements to success include being proactive, results-driven, tenacious, and possessing the proven ability to engage and influence all levels of customers from business teams to executive and senior management. Assure the customer is fully onboarded, engaged, and utilizing the solution in such a way that in 90-days post commencing, the customer will claim they have achieved at a minimum the first value hurdle they have set. 

Your contribution will be:  

• Establish a good understanding of the customer’s goals and other KPIs to provide advice on effective implementation, identifying roadblocks or risks, and providing assistance when necessary to ensure strong adoption and customer satisfaction.
• Onboard follow ups and engagements with customers at the end of the pre-sales lifecycle; aligned closely with the regional sales teams in reinforcing customer retention, renewal, adoption and delivery goals.
• Capture Use Cases and develop customer advocacy through testimonials, case studies and participation to Nintex events.
• Proactively assist efforts of Sales and Professional Services teams with the growth and depth of strategic relationships within assigned customers.
• Partner with Customer Success Managers and Sales to drive usage and adoption on slow and low use customers.
• Partner with the Presales & Sales team to upgrade the existing Nintex customers to Nintex latest and greatest platforms and technologies.
• Serve as the escalation point for customers, driving issues to resolution either individually or via the appropriate Nintex team members.
• Working cross-functionally with all Nintex departments to escalate customer issues, remove roadblocks, communicate customer challenges, and provide key feedback to ensure we are continuously focusing on improving the custome
• onboarding experience.
• Tracking and measuring business impact, risks and successes, and reporting out to cross-functional stakeholders. While working with the customer, you will be adept at unearthing issues such as financial risk, retention risk, risk of drop off fro
• usage and either address or communicate back to internal teams so they can mitigate and ensure total customer satisfaction.
• Staying on top of all new product enhancements in order to add maximum value to the customer, ensuring they are aware of all solutions in Nintex portfolio.
• You will be responsible for the timely renewal of all assigned contract renewals. This involves working directly with customers and partners to ensure timely and accurate execution.
• Provide accurate monthly renewal forecasting
• You will have regular check-in calls to the end users.
• You will ensure Salesforce is kept updated with customer information and every conversation is captured.
• You will use customer usage data to drive customer success through the use or proper leveraging of Nintex products. Proactively manage each customer’s business needs and environments.
• You may be required to complete reasonable additional duties or tasks, as directed by your manager.

To be successful, we think you need:  

• 7+ years’ experience in systems application consulting or account management, either via a SaaS or internal IT organization, or externally with a consulting firm or a software provider.​
• 3+ years’ Nintex Workflows or Nintex K2 experience (with some preferred customer/business-facing experience) will be a significant plus.​
• 3+ years of Experience working in regional roles across GCC / MENA​
• Experience working in a channel-led organization is a plus.
• Must be able to interact and communicate with individuals at all levels of the organization.​
• Experience working as Point-of-Contact for internal and external coordination of specific programs and initiatives with customers.​
• Experience segmenting customers, providing different levels of outreach, from tech touch to personalized interaction