Maintain deep knowledge of nCino's solution lines, including architecture, integration points, and common technical issues, applying this expertise to coach the team, resolve complex escalations, and optimise support processes.
Proactively translate contractual commitments into operational practice, adapting support processes, prioritisation, and workflows to reflect account-specific obligations, and holding regular performance reviews to ensure ongoing compliance and flag risk before it materialises.
Own incident governance across the function, including SEV-1 and SEV-2 escalations, structured root cause analysis, post-incident reviews, and ITIL-aligned process governance - driving measurable improvement in team performance and customer satisfaction.
Manage team-level budgets, ensuring efficient resource allocation and cost-effective service delivery.
Establish standards and policies that span multiple teams, independently determining the operational approach for daily team management and contributing to broader departmental direction.
Communicate business plans and objectives clearly, ensuring the team is aligned to organisational goals and strategic priorities.
Collaborate with senior leadership to align support strategy with broader business objectives, and lead cross-functional projects aimed at improving product reliability, customer experience, and support delivery.
Foster a culture of innovation, encouraging adoption of new technologies and methodologies, and inspiring blameless retrospectives that constructively challenge existing practices.
Leverage AI tools and techniques to automate routine tasks, refine decision-making, and elevate both customer experience and team productivity - staying current on AI advancements to drive continuous, scalable improvement.
Build and maintain strong relationships with internal stakeholders and external customer representatives, conducting technically credible briefings across support engineering functions.
Manage a multi-disciplinary team of managers and engineers, setting clear priorities, timeframes, and development goals - with a focus on hiring, developing, and retaining top
Benefits
Vision insurance
Additional Information
nCino offers exciting career opportunities for individuals who want to join the worldwide leader in cloud banking.
This is a newly created leadership role, bringing together nCino's Support Services across our full product suite - Commercial and Corporate Lending, Mortgage Lending, Smart Solutions, CLM, and AI & Integrations.
As Senior Manager, you will lead a high-performing team of Support Managers and Technical Engineers, driving exceptional customer outcomes across all nCino solution lines. You will own customer satisfaction, set the standard for technical issue resolution, and champion continuous improvement across support processes and practices.
This role demands technical depth, people leadership, and strategic vision - and offers a genuine opportunity to shape how nCino supports its EMEA customers at scale.
Ncino · London, UK