Associate Customer Success Manager

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Associate Customer Success Manager

Apply locations UK - Winnersh
Time type Full time
Posted on Posted 10 Days Ago
Job requisition id R5668

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

The Customer Success Team is responsible for retaining revenue from existing clients and creating new opportunities to earn more revenue by building strong customer relationships and helping drive value from our service. We partner with our customers to understand what success looks like for them and to drive adoption.

We work closely with the sales team to build and demonstrate value and measure ROI.

Associate Customer Success Managers are mostly responsible for our small and medium enterprise customers - ensuring customer satisfaction and solving a wide variety of enquiries.

We're looking for an enthusiastic problem solver to join our team. You'll be the first point of contact for our users ranging from financial services institutions to technology companies. You will work with customers to help them get the most value from their service.

nCino, the global leader in intelligent banking, has recently acquired FullCircl. This position will be within our FullCircl brand, established in 2021 through the merger of Artesian Solutions and DueDil. FullCircl subsequently acquired W2 Global Data Solutions to further enhance its capabilities.

FullCircl connects the insight you need when it matters most. We partner with more than 500 of the UK's leading banks, insurers, and FinTech to deliver market-leading insight on their business customers. Clients use our product to solve three mission-critical business challenges: how to identify & acquire, verify & onboard, and retain & grow customers.

We realize at FullCircl that it takes a dedicated team of brilliant people to continually innovate, push boundaries, and exceed expectations. We pride ourselves in bringing together a diverse group of individuals with the skills, energy, and shared passion to help us do amazing things.

Key Responsibilities:

• Manage a portfolio of SMB clients with both personal and automated outreach
• Execute the renewal process for your portfolio of clients, protecting and improving our retention rate
• Handle incoming enquiries from clients via phone and email
• Build and execute onboarding plans to deliver fast value to clients
• Work proactively to solve challenging external and internal issues on behalf of our clients
• Identify and communicate solutions for our customers' enquiries
• Identify and progress opportunities to grow the portfolio with new product features and longer contracts
• Provide regular feedback to the Product team on impediments to adoption and opportunities for development
• Collaborate with the wider commercial team to ensure smooth execution of our product suite
• Work actively with Marketing to secure testimonial quotes from clients

Qualifications:

• At least 1 year's experience working in a SaaS environment, ideally customer-facing
• Delighted to investigate user problems and fix them
• Fluent in written and spoken English, with excellent communication skills
• Positive, polite, and friendly disposition
• Familiar with common business applications, social media, and interested in technology
• Friendly, organized, and able to build relationships over the phone and online
• Strong process-driven mindset
• Enthusiastic about joining an energetic team and leaving a mark
• Curious about how our business and products work
• Professional attitude open to feedback, coaching, and development
• Quick learner and adaptable to changing needs
• Willing to learn and grow in this role for at least 18 months

If you thrive in a high-energy, entrepreneurial environment, we invite you to share your passion, ideas, and excitement at nCino.

nCino is committed to equal employment opportunities and inclusive hiring practices, ensuring reasonable accommodations for persons with disabilities.

About Us

nCino has been named the Fintech to Work For and recognized as a top Commercial Loan Operating System. We focus on hiring the best talent and trusting them to do their best work.

Our revolutionary Bank Operating System has transformed the financial services industry by helping bankers lend with confidence, efficiency, and transparency, while better engaging with customers. We work with over 1,100 financial institutions globally, from $30 million to $2 trillion in assets. nCino is part of the Forbes Cloud 100 and recognized for top company culture by Entrepreneur Magazine.