Customer Success Manager (Open to remote work, except the following locations: SD, VT, and WV)

Become a Part of the NIKE, Inc. Team

NIKE, Inc. does more than outfit the world’s best athletes. It is a place to explore potential, obliterate boundaries and push out the edges of what can be. The company looks for people who can grow, think, dream and create. Its culture thrives by embracing diversity and rewarding imagination. The brand seeks achievers, leaders and visionaries. At NIKE, Inc. it’s about each person bringing skills and passion to a challenging and constantly evolving game.

The ideal candidate is technically adept and will rely on their foundational knowledge of data & analytics processes (Product Management, Data Governance & Management), products, and automation. Their understanding of data consumers will allow them to creatively explore business value of data assets. Their passion is ignited by their customer’s success—they will obsess over the creation of business value for our customers. The ideal candidate acts with urgency—they have the ability to move fast and drive business value and results. They are a team player skilled at building and maintaining trust. They excel in high levels of uncertainty and change. They will have a customer-centric and collaborative mentality, be willing to go above and beyond for the customer, and will break down barriers in order to ensure customer success.

Skills / Aptitudes

• Problem solving ability to create ‘wow’ solutions to difficult or complex customer challenges
• Relationship management experience to find and build great partnerships with our customers and partners
• Experience managing to a plan and meeting its goals and timelines
• Experience creating and presenting quarterly business reviews with customers
• Project management expertise in creating, driving, and delivering value to customers
• Ability to manage multiple tasks simultaneously and stay present with the current task
• Excellent communication to ask questions that uncover key insights and convey information succinctly and clearly
• Background working with big data and a scaled agile environment
• Promote team achievement and team enablement
• Bias toward action and experimentation
• Collaborate with colleagues and learn
• Measure business outcomes over work output
• Understanding of data product and service principles
• Knowledge of Jira, Confluence and Enterprise Resource Planning (ERP) tools

Customer Success is dedicated to the consumer-centric business need and ensures business value delivery. As a Customer Success Manager (CSM), you will connect data customers with data products to ensure maximum delivery of value to the business. CSMs share customer feedback and personal insights with product and engineering teams who then use those insights to build product roadmaps, prioritized product backlogs, sprint planning, and sprint backlogs.

You would own ultimate responsibility for the customer’s awareness, adoption, and utilization of products within your data portfolio. You promote maximum value from the customer’s engagement with your org, aiming for full utilization of our core data products, identifying new data product opportunities, and collaborating with product, governance & engineering teams to ensure alignment.

As a CSM, you will develop a comprehensive understanding of typical business challenges faced by customers and common objectives to appropriately map our products to associated business benefits and address their needs. You will identify risks to the customer achieving their stated business goals. You will serve as a customer advocate in driving the evolution of data product functionality, product adoption, and product expansion.

Responsibilities

• Drive data consumer awareness, adoption, and usage of Enterprise data products
• Identify and understand customer friction and product gaps as opportunities for development
• Influence Product Owners to represent internal consumer needs via a product roadmap
• Deepen the consumer connection to the data products and teams
• Onboard new customers and drive usage of data products

Reporting to the Director of Customer Success for Data Products, you will partner with internal data customers, product, and engineering teams.

The Customer Success Manager will be a critical part of a team serving enterprise functions and will work closely with technology and reporting teams. The CSM will collaborate with Data Product Managment and Engineering teams in development of data products and services.

• Influence Product Owners to represent internal consumer needs via a product roadmap
• Build relationships with customers and learn their business, use cases and desired business outcomes
• Deepen the consumer connection to the data products and teams
• Onboard new customers and drives usage of data products
• Lead cross-team engagement with business capabilities and programs

• Bachelor’s Degree in business or technical subject area; or any combination of equivalent experience, education and training
• Experience as a Customer Success Manager, Account Manager, Solutions Engineer, or Consulting with enterprise software or data products
• Experience with technical implementations of data and information solutions, particularly those involving data integration systems
• Proven ability to work with business, technology, and analytics leaders to identify, align, and implement workable solutions to business data requirements and challenges
• Executive-level communication and interpersonal skills, with ability to effectively navigate and mediate concerns and foster honest dialogue
• Ability to prioritize, multi-task, and perform effectively under pressure
• Persistent tenacity to deliver great work mentality and do what needs to get done to make the customer successful in spite of challenges
• Strong consulting skills with change management concepts, strategies, and working as a trusted advisor to drive business value
• Ability to quickly grasp and distinctly explain technological and business concepts
• Ability to articulate the importance and value of data and analytics to business partners

Open to remote work, except cannot work in South Dakota, Vermont, and West Virginia. These candidates will be required to relocate.

For employees based in Colorado, this position starts at $124,525.00 per year. Information about benefits can be found here.

NIKE, Inc. is a growth company that looks for team members to grow with it. Nike offers a generous total rewards package, casual work environment, a diverse and inclusive culture, and an electric atmosphere for professional development. No matter the location, or the role, every Nike employee shares one galvanizing mission: To bring inspiration and innovation to every athlete* in the world.

NIKE, Inc. is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.