Senior Customer Experience Manager

2 months ago

Johannesburg, South Africa Nintex Full time

**About Nintex**:
At Nintex, we are transforming the way people work, everywhere.

As the global standard for process intelligence and automation, we're trusted by over 10,000 public and private sector organizations across 90 countries. Our customers, from industry giants like Amazon, Coca-Cola, and Microsoft, rely on the Nintex Platform to accelerate their digital transformation journeys by managing, automating, and optimizing business processes quickly and efficiently. We improve their lives through the technology we build.

We are committed to fostering a workplace that supports amazing people in doing their very best work every day. Collaboration is constant, our workplace is fun, the environment is fast-paced, and we value our people's curiosity, ideas, and enthusiasm. Driven by passion and accountability, we take initiative, measure progress, and deliver results. Our culture fosters innovation and problem-solving, fueled by curiosity and a commitment to thinking big. Together, we move with agility, prioritize customer needs, and build unity through empathy, leaving a positive impact wherever we go.

**Working in Sales**:
For the Nintex sales organization, the success of our customers and partners is at the center of everything we do. Our dynamic and vibrant team is highly motivated and ambitious, always driven to crush our numbers while having fun. Here, you'll be a part of a supportive and energetic environment that values your expertise and dedication. We're seeking experienced sales professionals that are not only driven to succeed but align with our values and culture.

**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 s

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