Ncontracts

Sales

• Track and calculate sales commissions accurately across multiple compensation plans and territories
• Manage end-to-end commission processing, including validation, approval, and dispute resolution
• Maintain comprehensive documentation of all compensation plans, policies, and procedures
• Ensure timely and accurate commission payments to sales team members
• Handle commission disputes and work with stakeholders to resolve discrepancies
• Administer and maintain compensation management systems, with expertise in CIQ (CaptivateIQ) or similar platforms
• Generate regular pipeline reports and sales performance analytics
• Create and maintain Salesforce reports and dashboards related to quota attainment and performance
• Develop automated reporting solutions to improve efficiency and accuracy
• Ensure data integrity across all compensation-related systems
• Collaborate with Sales Leadership to design, implement, and track sales incentive programs and special promotions
• Monitor program effectiveness and provide recommendations for optimization
• Coordinate recognition programs and ensure proper tracking of achievement milestones
• Track and validate sales bookings for commission eligibility
• Collaborate with finance team to ensure alignment between bookings, revenue recognition, and commission calculations
• Maintain accurate records of deal modifications, cancellations, and adjustments
• Support month-end and quarter-end closing processes
• Utilize Salesforce reports to quality control and validate booking accuracy
• Partner closely with Finance team on revenue recognition and commission accounting and accruals
• Work closely with Marketing team on lead processing and territory alignment
• Work with Sales leadership to align compensation programs with sales processes
• Work closely with HR in new hire setup and compensation plan communications
• Support Sales Leadership with compensation analysis and planning
• Identify opportunities to streamline compensation processes and improve efficiency
• Develop and implement best practices for commission administration
• Conduct regular audits of compensation calculations and system configurations
• Provide insights and recommendations based on compensation data analysis

Sales Compensation Analyst

Customer Success Manager

• Lead and scale our customer success strategy for ~3,600 scale accounts, managing a team of 4-6 Scale CSMs
• Build and optimize the Scale CS operating model to efficiently manage ~3,600 accounts
• Drive digital transformation initiatives to scale customer success operations
• Design scalable processes and playbooks for managing high-volume portfolios
• Implement technology stack and automation strategies with the help of CS Ops and Digital Success
• Build data-driven culture with advanced analytics and reporting
• Lead change management initiatives across the CS organization
• Lead cross-functional initiatives to improve customer experience and operational efficiency
• Collaborate closely with Enterprise and Mid-Market CSM team to ensure consistent customer experience across segments
• Influence product roadmap based on scale customer needs and insights
• Drive high gross retention rates
• Identify expansion opportunities with increase in goals for 2026 and beyond
• Present monthly KPIs to CS leadership
• Lead and develop a team of 4-6 Scale CSMs
• Build leadership bench strength and succession planning within the team
• Create career development frameworks and growth paths for team members
• Establish performance standards and accountability metrics

Director, Scale Customer Success

Program Manager

• Design and optimize end-to-end digital customer journeys from onboarding through expansion, with particular focus on scale customer segments
• Develop strategic frameworks for personalized communication at scale while maintaining authentic customer relationships
• Define optimal communication channels, frequency, and messaging for different customer segments and lifecycle stages
• Partner with enablement team to integrate LMS and knowledge base as strategic tools within customer journeys
• Collaborate cross-functionally with Customer Enablement, Support, Customer Success Managers, Product, Marketing, and Sales Enablement to create seamless customer experiences
• Identify where human touchpoints add maximum value within increasingly digital customer journeys
• Design and implement scalable digital engagement strategies that drive meaningful behavior change
• Own KPIs for digital customer success initiatives including adoption rates, engagement metrics, and customer health indicators
• Develop comprehensive measurement frameworks that go beyond traditional metrics to track actual behavior change and business outcomes
• Analyze customer health using multiple data points beyond usage data to predict and prevent churn
• Leverage customer success platforms (ChurnZero, Pendo, Forethought) to create automated and personalized customer experiences
• Work with Salesforce and HubSpot data to inform customer segmentation and journey design
• Ensure seamless integration between various digital tools and customer-facing platforms
• Present insights and recommendations to leadership on digital engagement effectiveness
• Collaborate with Product and Marketing to influence roadmap and align customer communication strategies with broader brand messaging

Digital Success Program Manager

• Manage a portfolio of 1,000+ customers, maintaining touchpoints and health monitoring through individual and automated outreach
• Develop and execute customer success strategies that drive adoption, retention, and expansion across a large base of smaller-contract value customers
• Identify at-risk accounts early through predictive analytics and implement targeted intervention strategies at scale via automated outreach
• Drive product adoption and feature utilization across your customer base using data-driven approaches tailored to smaller business needs around new functionality and regulatory changes.
• Coordinate daily operations, case assignments, and escalation protocols with the inside support team to deliver a terrific customer experience to your customer base
• Foster a collaborative environment focused on customer problem solving
• Adopt automation systems, AI, and reporting dashboards for managing high-volume portfolios
• Partner with assigned customers to understand their business objectives and map them to product capabilities using scalable engagement models when they are identified at risk
• Identify expansion opportunities across the portfolio of assigned accounts and collaborate with sales teams on systematic upsell initiatives to grow accounts
• Analyze customer usage data and health metrics to proactively remediate concerns across account base
• Serve as voice of the customer, providing aggregated feedback to product and engineering teams from customer base
• Maintain customer satisfaction scores above 85%