nCino offers exciting career opportunities for individuals who want to join the worldwide leader in cloud banking.
Join us as a Customer Success Manager (CSM) where you'll spearhead the success of our Mortgage Suite customers at nCino. Your role involves guiding and supporting a select portfolio of clients, ensuring they maximize our products' potential. By offering tailored advice, risk management, and aligning our innovations with their goals, you'll drive satisfaction, retention, and expansion. As a trusted advisor, you'll provide a Success Blueprint, leveraging your expertise in business processes, IT, and customer management. Collaborating closely with our teams, you'll strengthen relationships and tackle any challenges hindering our customers' success. Be part of a dynamic Customer Success ecosystem, shaping post-sale strategies and championing customer excellence!
Responsibilities
As the Success Program Leader , you own ultimate responsibility for the customer’s contract renewal and for expansion success
Ensure that customers derive maximum value from their investment in nCino, utilize all of their licenses, identify new opportunities, and collaborate with sales teams to ensure growth attainment and increased footprint through an Executive Business Review process
Work in tandem with Sales Account Managers and professional services teams to manage assigned accounts and ensure customer success with the nCino Mortgage suite
Partner with the customer to establish a transformational Optimization Plan to ensure achievement of business goals
Effectively network within an account from the C-Level down in order to achieve successful execution of the customer’s Optimization Plan
Develop a comprehensive understanding of the customer’s business challenges and objectives to appropriately map nCino features and associated business benefits to address their needs
Identify risks to the customer by achieving their stated business goals and developing a risk mitigation plan
Serve as a customer advocate in driving industry best practices and the evolution of nCino product and platform functionality, courses and administrative services integral to the customer's success
Develop and maintain long-term relationships with stakeholders in your account portfolio
Provide thought leadership and best practices, both internally and externally, around business transformation
Deliver successful customers to the contract renewal cycle and, where necessary, support the renewals process to minimize customer attrition
Qualifications
Required:
Bachelor’s degree and 4+ years of relevant experience or a combination of experience, education and superior performance.
Financial Services industry experience, specifically in mortgage and retail/consumer lending
Experience with account portfolio planning and prioritization is a must
Ability to serve as credible and effective advisor/coach, especially around change management (cultural, technical and business)
Strong communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialog
Knowledge of nCino product and platform features, capabilities and best use
CRM or IT experience and knowledge of nCino competitive landscape and technical ecosystem
Proven effectiveness at leading and facilitating meetings and workshops
Ability to prioritize, multi-task and perform effectively under pressure
Strong knowledge of business processes (Sales, Marketing, Service, Support), business applications and automation
Desired:
Experience with CRM systems such as Salesforce.com or systems built on relational databases a big plus
Experience with Mortgage Loan Origination Systems (LOS), specifically Encompass experience desired.
Working knowledge of the software development process and of software design methodologies (coding experience is not required, but may be useful)
Other
If you thrive in a high-energy, entrepreneurial environment, we invite you to share your passion, ideas and excitement at nCino.
nCino provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, disability, genetics or other protected groups. In addition to federal law requirements, nCino complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
nCino is committed to the full inclusion of all qualified individuals. As part of this commitment, nCino will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact us at recruiting@ncino.com.
Our commitment to inclusion and equality includes a strong belief that the diversity of our team is instrumental to our success. We strive to create workplaces where employees are empowered to bring their authentic selves to work.
