Customer Success Manager

Summary

Join NICE as a Customer Success Manager, VRS and ensure customers fully realize the value of NICE’s cloud-based Evidencentral platform. Guide customers through business process transformation associated with technology adoption, monitor key metrics, and address roadblocks impacting successful adoption. Serve as the primary customer contact, building and executing account-specific relationship frameworks. Drive customer adoption of Evidencentral, educate customers on its use, and identify critical use cases. Connect realized customer value to their initial vision, leverage internal experts for optimization, and identify adoption blockers. Collaborate with other managers, identify upsell/cross-sell opportunities, and provide valuable account information to the sales team. Lead subscription renewals and expansions. This role requires a Bachelor’s degree, 2+ years of account/client relationship management experience (or 4 years of teaching experience), and excellent communication and presentation skills.

Requirements

• Bachelor’s degree required
• 2+ years’ experience in account/client relationship management. Will consider four years successful teaching background at the high school or college level
• Excellent organizational and multi-tasking skills, ability to remain calm under pressure and ‘think on one’s feet’
• Exceptional interpersonal, listening, written and verbal communication skills are a must
• Exceptional presentation skills and ability to create organized and thoughtful presentations
• Ability to learn about technology solutions and be able to teach and inspire others on how to use the solution and get value from the solutions
• Ability to lead and motivate, develop clear and creative solutions and manage multiple initiatives simultaneously
• Comfortable dealing with complex customer relationships, decision processes and competing agendas
• Proven track record of successfully building and nurturing client relationships
• Superior critical thinking, decision making and problem-solving skills
• Ability to travel up to 25% within the US

Responsibilities

• Serving as the primary customer contact and advocate for the post-sales customer journey for identified accounts
• Building and executing an account specific relationship framework (executive sponsor, technical and operational leadership), inclusive of regularly scheduled status calls, quarterly business reviews, roadmap reviews and account planning sessions
• Running regular, proactive meetings and other communications with each client. Keeps meticulous records, and is accountable for internal and external follow-through (leveraging resources and associated teams at NICE)
• Accountable for driving customer adoption of Evidencentral as measured by consumption of services according to contracted amount, usage rates, and NPS/CSAT
• Driving customer adoption and consumption by educating customer on how to internally promote the use of Evidencentral, identifying and prioritizing critical use cases and applying critical features, driving expansion, then monitoring consumption usage
• Connecting the value realized by customers to the vision they embraced when NICE solutions were selected through initial workshop/consulting engagements
• Leveraging internal subject matter experts to help customers optimize their investment, ensure program objectives are being met and measure the value of the solution to their organizations
• Identifying blockers for adoption and consumption and finds solutions by collaborating with clients and cross-functional Public Safety and Justice teams
• Syncing and collaborates with other Value Realization Services Managers to share and leverage insights across all customer accounts
• Actively farms existing account base to identify upsell and cross-sell opportunities
• Providing valuable account information and insight to sales team to fuel the sales engine, and to help refine go-to-market approach, thus influencing both upsales and new sales
• Leading the renewal and expansion of subscription services for assigned accounts, works with sales through NICE’s admin process

Preferred Qualifications

• User application training experience is desirable
• Operational process re-engineering experience is desirable

Benefits

• Enjoy NICE-FLEX!
• At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week