Manager, Customer Support at Nintex

| Bellevue
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About Nintex

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 have one of the best Customer Support teams in town and we are looking for someone to come lead our Nintex Workflow and Automation Support team! We aim to provide best in class support and if you have a track record of providing exceptional experiences to customers and partners while executing rapid technical issue resolution to all cases, then we’d like to speak with you. You will need to bring with you previous management or team lead experience as you will be called on to coach, lead, and mentor your 8+ person team of Support Engineers. We will be counting on you to maintain a culture of accountability, urgency, and customer success. Your main goal will be to make sure our customers are achieving maximum value from their Nintex solutions, removing barriers that cause unnecessary effort, and ensuring that customer satisfaction is obtained with every interaction.

What You’ll Do:

  • Provide day-to-day management and leadership for a team of Support Engineers
  • Hire, train, and retain top talent to ensure a high performing team and efficient operations
  • Ensure maximum productivity by optimizing phone, chat and email coverage for your team
  • Identify skill gaps of current staff and assist team members in development plans and action
  • Follow up with unsatisfied customers to ensure issues resolution and customer satisfaction
  • Address all escalations, employee concerns, and assignments with urgency and purpose
  • Maintain a mindset of continuous improvement focused on the customer experience, ensuring high customer satisfaction and retention
  • Drive the highest level of performance from the team through training, mentoring and accountability.
  • Communicate regularly and openly with the entire Global Customer Support team to ensure consistency across regions, address risks and identify best practices focused on ease and customer satisfaction
  • Identify emerging trends, issues or problems impacting customers & partners and implement scalable solutions
  • Help prioritize product fixes through knowledge of customer impact
  • Provide regular reporting to identify successes, focus areas, action plans, and priorities

Who You Are:

  • Proud owner of a BA/BS degree in business, computer science, or related field
  • Experienced (7 years) of in technology with a minimum of 5 years’ experience managing a Technical Support team within a software or SaaS company
  • Able to listen to customer, partner and employee needs, assess root causes, and implement solutions that drive loyalty
  • Highly collaborative and a driver of success by bringing together cross-functional teams focused on results
  • High performing, self-starter with a proven record of accomplishment driving accountability, customer satisfaction, and employee engagement
  • Eager to contribute beyond your role to improve the overall customer experience
  • Passionate about using metrics and KPI methodology to constantly review and enhance team performance and efficiency Experienced driving change in a fast paced technical support environment
  • Analytical and problem solver extraordinaire
  • Experienced in improving and developing the knowledge and skills of other
  • Highly skilled in both verbal and written communication

How We Operate:

Everyone who works at Nintex follow three core tenets to ensure we operate a highly successful and collaborative business:   

  • We deliver on our commitments. We focus on a few key priorities and ensure we deliver with quality on time…every time.   
  • We don’t wait. If we see an issue, we fix it. If we see an opportunity to accelerate our success, we take it.   
  • We operate with respect and consideration. We will move fast and deliver…and, we will do it the right way.   

At Nintex, we thrive on helping our customers and partners succeed as they leverage the industry’s best process management and automation capabilities to digitally transform a wide range of business processes. Every employee that joins Nintex is presented with a massive market opportunity to help improve the way people worldwide work as every organization needs what we provide. We have a highly collaborative culture where we focus on success through team efforts.   

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


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Technology we use

  • Engineering
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • JavascriptLanguages
    • AngularJSFrameworks
    • Node.jsFrameworks
    • Microsoft SQL ServerDatabases
    • WordpressCMS
    • SalesforceCRM
    • MarketoLead Gen

Location

Bellevue, WA

An Insider's view of Nintex

How does your team reward individual success?

I’m fortunate to work at an organization where recognition commonly stretches from the individual contributor level to the executive level. When people on our team go above and beyond they’re cheered on by their teammates, celebrated by their managers, and oftentimes receive recognition across the globe from our colleagues in offices overseas.

Rachel

Sr. Manager, Global Business Development

What projects are you most excited about?

I'm particularly excited about working on ways to unify our technological architecture so that we can get near-real-time access to our entire data landscape, while utilizing the insights derived from this data to build advanced AI algorithms in our products to make them more useful for our customers.

Siddarth

Director, Data Science & Analytics

What makes someone successful on your team?

Success at Nintex means understanding why we do what we do, and how day-to-day decisions impact our customers, partners, and colleagues. Individuals who recognize that building software is a team sport, communication is king, and progress is more important than perfection, will find unlimited opportunities here.

Zoe

Vice President, Product & Experience

What is your vision for the company?

Our mission at Nintex is to improve the way people work through process management and automation. The success of our partners and customers is our ultimate goal, and we are continually innovating the Nintex Platform to deliver you the best in no-code process automation technology.

Eric Johnson

Nintex CEO

How do you collaborate with other teams in the company?

At Nintex we have access to most collaboration tools such as Slack and MS Teams. We have also integrated Nintex Workflow solutions with these to ensure efficient collaboration across automated business processes. Systems aside, I believe our core tenet of operating with respect and consideration have transformed us into a truly collaborative team.

Partha

Director, Business Applications

What are Nintex Perks + Benefits

Culture
Volunteer in local community
As part of our service program, Nintex Gives Back, employees have the opportunity to volunteer and donate to multiple local causes, such as Northwest Harvest and You Grow Girl.
Friends outside of work
Eat lunch together
Daily sync
Open door policy
Team owned deliverables
Group brainstorming sessions
Open office floor plan
Diversity
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within
Online course subscriptions available
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