Customer Success Manager

Summary

Join NiCE as a Customer Success Manager and build strong, long-term relationships with clients. You will manage a portfolio of accounts, ensuring customer satisfaction and driving growth. Responsibilities include proactive communication, conducting business reviews, and identifying opportunities for expansion. You will also collaborate with sales and technical support teams to resolve issues and provide training. This role requires a Bachelor's degree, 5+ years of B2B client relationship management experience in software/technology, and strong communication skills. The ideal candidate will have knowledge of customer success processes and the ability to manage multiple priorities.

Requirements

• Bachelor’s degree in a business-related or technical field
• 5+ years of B2B client-relationship management experience in software/technology, preferably in workforce management, quality assurance, and/or contact center industry

Responsibilities

• Manage a full account portfolio and relationships with customers to drive long-term adoption
• Serve as the primary point of contact and manage the customer communication by proactively engaging with customers: conducting status calls, communicating via email and chat, and conducting formal business reviews with cross-functional teams
• Cultivate a trusted advisor relationship with stakeholders and executive sponsors
• Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers’ business needs
• Maintain overall health of accounts to ensure account success and growth
• Manage customer onboarding for new customers
• Collaborate with the Sales to assist in implementation of new customers
• Collaborate with technical support to assist in triaging customer technical issues or product questions
• Identify opportunities and drive expansion within current accounts to continue to provide exceptional value to customers
• Conduct ongoing customer training
• Present product demonstrations
• Support customers and solve problems for specific and individualized use cases
• Strong understanding of the Playvox platform and similar SaaS solutions within the contact center industry
• Serve as the voice of the customer to drive improvement across all areas
• Forecast revenue and meet personal quarterly and annual goals

Preferred Qualifications

• Knowledge of customer success processes and best practices
• Ability to manage multiple priorities and tasks; proven strong organizational skills in a high-growth environment
• Ability to be a subject matter expert within the product and lead customer-facing conversations
• Ability to identify opportunities for growth and expansion and manage a sales cycle
• Excellent written and verbal communication skills
• Strong attention to detail, both written and verbal