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Director, Customer Success Engagement Bellevue

Nintex is easy, point-and-click workflow automation software to tackle everything from basic business functions to company-wide processes with a few clicks – not code – helping our customers improve how they work. We build software and cloud-based services that provide powerful, yet easy-to-use capabilities to automate a wide range of processes. With the Nintex Workflow Platform, people are empowered to define the way they want to work. We’re growing rapidly. We’re a leader in our category. We’re an employer of choice.

We are currently seeking an experienced Customer Success leader to build out a global team of Customer Adoption Managers (CAM’s) and Customer Success Managers (CSM’s) with the aim to drive adoption and active use of the Nintex Workflow Platform. This position reports directly to the Chief Customer Officer and represents a unique opportunity to contribute to a fast-growing SAAS company while helping to establish and grow a best in class global customer success organization from the ground up!

 

You will be responsible for:

Team Leadership: Lead and grow a team of CAM’s and CSM’s across the globe to onboard, train, and proactively drive adoption with existing customers. CAM and CSM skillsets are a mix of technical with some business/solution delivery orientation to match our customers’ typical personas.

Driving Adoption: Monitor and identify usage trends, customer health, uncover renewal risks and support greater adoption rates. Drive active use of Nintex technology within a portfolio of top customers and increase the opportunity for account growth across the customer base. Act as an advisor to top customers to ensure they're leveraging Nintex effectively.

Customer Advocacy: You'll advocate for customers internally and externally and will focus on delivering best in class customer experiences with the aim to increase the velocity of customer onboarding and initial adoption.  You and your team will spend time understanding the customers’ business requirements and technical environments to enable a successful onboarding and engagement to drive customer loyalty, retention, and usage growth. Be a point of escalation, along with our customer support leaders, for various customer issues and work with internal stakeholders to resolve in a timely fashion.

Cross-functional Collaboration: You and your newly developed team will also work closely with our extensive and highly valuable partner network to ensure great results all around, while also striking the balance between enabling the best possible experiences for our customers vis-à-vis the complementary interests of our partners along the way. You will also work internally with Sales, Renewals, Support, Engineering, Product Management, Legal, and Finance to make sure customer needs are addressed quickly and efficiently.

Qualifications:

  • Bachelor’s degree in a technical and/or business discipline. Master’s degree or equivalent is preferred. A technical degree is also preferred.
  • 5+ years in a Customer Success role in the SaaS space
  • 5+ years managing a customer success team and technical team members
  • Ability to effectively prioritize and execute plans in a high pressure, high energy, positive environment
  • Proven analytical and problem-solving skills
  • Proven customer-facing skills with demonstrated success in managing end-to-end customer engagements
  • Strong project management skills
  • A strong business and technical acumen
  • Ability to work across a matrixed organization with multiple stakeholders and execs across departments
  • Excellent communication and presentation skills
  • Strong sense of accountability and ownership
  • Ability to travel up to 30% or more
  • Knowledge and experience working with business process automation technology is a plus
  • Knowledge of Microsoft SharePoint and/or Salesforce is a plus

Who We Are:

  • We improve the way people work
  • We provide powerful technology to transform how work gets done
  • We focus on the enduring success of our customers and partners
  • We make work easy
  • We move fast
  • We enjoy our work together
  • We have premium level benefits and a positive flexible work environment

When you make work flow, you help people get more done.  With fewer hassles.  In less time.  You impact more companies in more ways.  And make more of your career.  We help companies do what they set out to do.  It’s inspiring work, and it takes inspired thinkers like you.  Work with us. Work Inspired.

Nintex participates in E-Verify for work authorization.  We are an Equal Employment Opportunity Organization.