Associate Director - Customer Success Management

nCino offers exciting career opportunities for individuals who want to join the worldwide leader in cloud banking.

As the Associate Director of Customer Success Managers, you will use your industry and functional knowledge as a foundation to guide the team. You will mentor a team of managers and direct reports to make sure the team drives customer adoption and success by providing nCino best practices, usage/adoption recommendations, risk identification and mitigation with the ultimate goal of securing customer renewals of nCino products. You will be accountable for the CSM budget and ensure that the CSM Team maintains strong working relationships with other nCino customer-facing teams in the Sales, Professional Services, Support Engineering, Marketing and Product Management ecosystems with the goal of owning the post-sale strategy.

Responsibilities• Employ strategies to deepen adoption of the nCino platform among nCino's customers, working in tandem with Sales, PSO, Support, and Product/Dev/Engineering teams• Ensure that customers derive maximum value from their investment in nCino, maximize utilization of their active nCino licenses, identify new opportunities for nCino solutions, and collaborate with sales teams to ensure growth attainment and increased nCino footprint across the customer base• Partner with the customer to establish a plan to ensure achievement of business goals• Provide thought leadership and best practices, both internally and externally, around business transformation for the betterment of nCino's customers' business strategies while maximizing opportunities for nCino to grow market share• Ensures the team delivers successful customers to the contract renewal cycle and, where necessary, support the renewals process to minimize customer attrition• Manage global CSM processes and practices across multiple unique products and geographies around the world, in order to achieve predictable outcomes as nCino scales• Lead efforts to recruit and retain the right individuals that will grow our business• Develop and maintain long-term relationships with stakeholders internally and in our customer base• Drives a positive example for team collaboration • Establish goals, provide regular, respectful and honest feedback• Organize a trusting team atmosphere that promotes the value of team continuity and cohesiveness; Acknowledge wins and successes for the team• Understand and support the need for change; Help guide/lead team through change as nCino grows and scales• Listens to employee concerns/ideas and takes action to implement ideas or resolve concerns, as needed

Required:• BA/BS degree and 10+ years functional exp, 3+ years management exp or combination experience, education & superior performance degree or equivalent experience preferred• Demonstrates an understanding of conflict characteristics and learns how to action steps to resolution• Exercises sound individual and team judgement• Experience with account portfolio planning and prioritization 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 dialogue• 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• Knowledge of nCino product and platform features, capabilities and best use
Working knowledge of the software development process and of software design methodologies (coding experience is not required, but may be useful)• Experience with CRM systems such as Salesforce.com or systems built on relational databases a big plus• Financial services/banking experience

Other• Position requires 15-25% travel

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 [email protected].

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.