Customer Success Manager

Summary

Join NiCE, a global market leader, and become a Customer Success Manager (CSM). This pivotal role focuses on driving customer engagement, enhancing value, and ensuring satisfaction throughout the customer lifecycle. You will be responsible for proactively driving the end-to-end renewal process and serving as the voice of the customer internally. The CSM will collaborate with internal teams, identify blockers to success, and utilize internal experts to optimize customer investment. Accountability for timely contract renewals and managing client engagement is key. This role also involves supporting the sales team and managing client requests. NiCE offers a hybrid work model (NiCE-FLEX) with 2 days in the office and 3 days remote.

Requirements

• Minimum BS or BA degree, preferably in business, finance, or computer science
• 3+ years of experience in software services delivery or account management
• Solution-oriented with a growth mindset and a strong sense of ownership
• Excellent communication skills, critical thinking and adapting messaging effectively for stakeholders at all levels
• Skilled in building positive relationships with internal teams and clients, demonstrating situational awareness and a proven track record of achieving results

Responsibilities

• Serve as the voice of the customer internally, managing post-sales relationships for assigned accounts
• Develop and execute account-specific frameworks including governance, periodic business reviews, and internal stakeholder briefings
• Collaborate with internal teams to maintain comprehensive account and client profiles, enabling timely decisions impacting clients and Actimize
• Identify blockers for success and find solutions by collaborating with clients and Actimize teams
• Utilize internal experts to optimize customer investment, measure solution value, and drive value adoption
• Be accountable for timely contract renewals, managing all client engagement, commercial, and operational aspects, and ensuring business retention and service continuity for our clients
• Provide account information and insight to support the sales team in driving new sales
• Coordinate activities and provide leadership for key client initiatives across Actimize teams
• Drive the Customer Satisfaction Survey process, inclusive of follow-ups, and close the feedback loop internally as well as with clients
• Manage sales and industry requests for references and case studies
• Orchestrate responses to assessment/information requests/enquiries from clients

Preferred Qualifications

• Project/Program/Delivery management experience with a technical background will be an added advantage
• Experience with a SaaS provider/Product firm, preferably in AML/Fraud domain

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!
• As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations
• 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