Customer Success Manager

Summary

Join NICE, a market-leading global company, as a Customer Success Manager. You will work closely with customers to ensure high satisfaction, drive product adoption, and increase recurring revenue. Responsibilities include managing customer relationships, negotiating contract renewals, identifying expansion opportunities, and acting as a strong customer advocate. Success is measured by retention, contract value growth, and customer referrals. This role requires experience in customer-facing roles, contact center environments, and SaaS business models. NICE offers a fast-paced, collaborative environment with opportunities for growth and development.

Requirements

• Experience with contact center and back office environments as it relates to key metrics, processes and operational concepts (workforce management, quality, coaching and performance management)
• Minimum 3+ years’ experience in a customer-facing, role such as Consultant, SaaS Implementation Coordinator, Solutions Engineer, or hands on Customer Success Manager
• Ability to engage in technical dialogue with customers and internal audiences
• 3+ years working within hosted or Software as a Service business-model
• Demonstrated experience in a fast-paced environment and meeting customer time constraints

Responsibilities

• Manage the customer relationship throughout their lifecycle while advocating internally on their behalf, providing oversight and rallying the troops to meet customer commitments
• Negotiate contract renewals and maintain high revenue retention rates
• Identify expansion opportunities by having a deep understanding of the customer’s business operations and applying our solutions to provide business impact
• Perform periodic Business Reviews
• Act as a strong customer advocate, while maintaining business priorities
• Help to identify & support internal teams to remove friction in the customer experience
• Engage and communicate effectively with senior leaders both internally and externally
• Generate & maintain account health dashboards
• Maintain a working knowledge of competitive product lines, especially as it relates to technical strengths and weaknesses of the competitor's products and what strategy NICE should develop to counter
• Develop and present customized presentations to assigned clients that both quantify and qualify product/service usage, realized benefits, achievements, opportunities and success plans
• Support assigned customers throughout their lifecycle post-sale
• Ensure successful onboarding of new solutions
• Facilitate successful handover across Sales, Service & Support teams
• Ensure successful relationships by understanding the customer’s goals and objectives and how the objectives will be measured and achieved throughout their partnership with NICE
• Ensure new customers feel supported and are confident and comfortable utilizing their new software
• Proactive Touch – building long-term relationships with key decision makers at the customer through regular, proactive communication with assigned accounts
• Risk Management – Track customer health and proactively identify risks of customer dissatisfaction, contract compression or termination, and developing and executing mitigation strategies as required
• Value Monitoring - ensuring that any additional software usage is immediately identified and converted into an upsell
• Solution Adoption Reviews - Proactively monitoring customer usage of the software and tracking against customers goals & objectives as agreed in the onboarding process

Preferred Qualifications

• Bachelor’s degree or equivalent experience
• Experience in managing the business aspects of large Enterprise-level customers, and communicating customer initiatives internally with Upper Management
• Working knowledge of contact center and back office technologies
• Experience working with Gainsight, Salesforce.com and ServiceNow
• Persuasive, confident with excellent negotiation skills
• Prior experience in solutions selling, and account development
• Strong communication, written, and formal presentation/public speaking ability
• Passionate and empathetic towards the customer experience
• Self-motivated, pro-active, results-oriented professional with an ability to work with minimal direction
• Diligent/detail oriented & organized

Benefits

• Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment!
• Endless internal career opportunities across multiple roles, disciplines, domains, and locations