Expert Customer Success Manager

Who are we looking for?

NIKE’s Enterprise Data & Analytics (ED&A) team is digitally redefining NIKE with data, enabling partners across the company to understand how to align all their growing data in real-time, across all sources and platforms & know how to use it to inform and transform. Critical to this mission is the ability to maximize the value of customers of ED&As products and capabilities.

We’re looking for a Customer Success Manager Fellow responsible for ensuring the success of a portfolio of ED&As internal customers. You will bring ED&As best ideas, innovations, and capabilities to customers and match these to the customers’ business goals, driving greater business value and strategic alignment between ED&A and the customer. You will be a trusted advisor to our strategic customers, orchestrating our success services and providing standard methodology in areas such as Adoption, Data Governance & Management and Feature Usage. The end result is increased customer satisfaction and expansion & improvement of NIKE’s data & analytics footprint.

The ideal candidate is technically astute and will rely on their strong knowledge of data & analytics processes (Product Management, Data Governance & Management, Data Engineering, Analytics and AI/ML), products and automation. Their passion is ignited by their customer’s success - they will obsess over the creation of business value for our customers. They have a strong point of view and executive presence – they are confident, but not arrogant and a great storyteller. This person acts with urgency – they have the ability to adapt quickly and drive business value and results. They are a great teammate adept at building and maintaining trust. They excel in high levels of uncertainty and change. They will have a customer-centric and collaborative mentality, willing to go the extra mile for the customer, and will break down barriers in order to ensure customer success.

What will you work on?

In this role, you own ultimate responsibility for the customer’s adoption of data & analytics capabilities and for expansion of ED&As products. You promote maximum value from their engagement with ED&A, seeking for full utilization of ED&As products & processes, identify new opportunities, and collaborate with product, governance & engineering teams to ensure growth attainment and increased footprint.

Coach customers to ensure they are maximizing all available services such as Training, Working Groups, webinars, etc.

Working within a delivery team matrix, lead executive partners towards identifying their vision by voicing support for the ED&A capabilities

Where appropriate, partner with the customer to establish a ground-breaking Business Roadmap/Blueprint to ensure achievement of business goals

Effectively network within an organization from senior leadership down in order to achieve successful execution of the customer’s Blueprint where appropriate

Develop a comprehensive understanding of typical business challenges faced by customers and common objectives to appropriately map ED&A capabilities & products and associated business benefits to address their needs

Play a fundamental part in coaching customers to establish and manage their Governance programs and collaborate as a data trust expert advising on creative and flexible solutions to resolve problems

Identify risks to the customer achieving their stated business goals and work with the virtual team to build a risk mitigation plan

Serve as a customer advocate in driving industry standard methodologies and the evolution of ED&A product & platform functionality, courses and support integral to the customer’s success

Develop and maintain long-term relationships with business partners in your portfolio, where appropriate, by networking between customers and ED&A teams

Contribute thought leadership and standard methodology, both internally and externally, around digital transformation with data – enabling customers to understand how to align all their growing data in real-time, across all sources and platforms & know how to use it to inform and transform

Deliver successful customers to product intake, and, where necessary, support the feature delivery process to minimize customer attrition

Who will you work with?

You will report into the Director, Customer Success and will partner with our world class teams including internal customers, Product teams, Engineering and Data Governance.