Customer Success Manager

Summary

Join NICE, a leading software company, as a Customer Success Manager and ensure high customer satisfaction and product adoption. You will manage customer relationships, maintain high revenue retention, identify expansion opportunities, and perform periodic business reviews. The role involves acting as a customer advocate, identifying and removing friction in the customer experience, and communicating effectively with senior leaders. You will also generate account health dashboards, maintain knowledge of competitive products, and develop customized presentations for clients. Success is measured by retention, growth of contract values, and ensuring assigned accounts become references for prospects.

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 4+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
• Bachelor’s degree or equivalent experience preferred
• Experience in managing the business aspects of large Enterprise-level customers, and communicating customer initiatives internally with Upper Management
• Demonstrated experience of operating with minimal guidance in a fast-paced customer-focused environment and meeting customer time constraints
• Willingness to acquire skills and knowledge on one’s own to meet the changing demands of the role

Responsibilities

• Managing the customer relationship throughout their lifecycle while advocating internally on their behalf, providing oversight and rallying the troops to meet customer commitments
• Maintaining high revenue retention rates
• Identifying expansion opportunities by having a deep understanding of the customer’s business operations and applying our solutions to provide business impact
• Performing periodic Business Reviews
• Acting as a strong customer advocate, while maintaining business priorities
• Helping to identify & support internal teams to remove friction in the customer experience
• Engaging and communicating effectively with senior leaders both internally and externally
• Generating & maintaining 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
• Ensuring that our customers derive maximum value from our solutions
• Supporting assigned customers throughout their lifecycle post-sale
• Ensure successful onboarding of new solutions
• Facilitating 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, and occasionally may provide ad-hoc analyses to advance a customer outcome and support value realization

Preferred Qualifications

• Working knowledge of contact center and back office technologies a plus
• Experience working with Gainsight, Salesforce.com and ServiceNow would be a plus
• 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