Remote Senior Customer Success Manager

At NICE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

So, what’s the role all about?

NICE Actimize is currently seeking an experienced, action-oriented, high energy Senior Customer Success Manager to manage the post-sales relationship for assigned strategic accounts, for the purpose of building customer loyalty and satisfaction, consistent with revenue retention and growth objectives.

How will you make an impact?

• Serves as the primary customer contact and advocate for the post-sales customer journey for key accounts – from Implementation to Renewal.
• Accountable for timely contract renewals, orchestrating client engagement, and ensuring business retention and service continuity for our customers.
• Drives customer satisfaction across named accounts through account planning, proactive client communications, issue remediation and containment, and performance measurement.
• Builds and executes an account specific relationship framework, inclusive of regularly scheduled status calls, quarterly business reviews, and account planning sessions.
• Leverages 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.
• Identifies blockers for success and finds solutions by collaborating with clients and cross-functional Actimize teams.
• Actively farms existing account base to identify upsell and cross-sell opportunities. Provides valuable account information and insight to fuel the sales engine.

Have you got what it takes?

• 8+ years’ experience in account/client relationship management supporting Fortune 500 companies.
• Project Management experience with excellent organizational skills.
• Exceptional interpersonal, listening, written and verbal communication skills are a must.
• Ability to lead and motivate, develop clear and creative solutions to complex problems and manage multiple initiatives simultaneously.
• Comfortable dealing with complex customer relationships, decision processes and competing agendas.
• Proven track record of successfully building and nurturing multi-level client relationships.
• Superior critical thinking, decision making and problem-solving skills.
• Bachelor’s degree, ability to travel up to 50%.
• Strong working knowledge of brokerage, banking and financial services industry.
• Familiarity with Financial Crime (fraud, anti-money laundering, etc.) and Compliance/Risk Management.
• Experience with complex, enterprise software sales lifecycles.

You will have an advantage if you also have:

• Experience/knowledge of Actimize solutions.

What’s in it for you?

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. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!

About NICE Actimize:

NICE Actimize is the largest and broadest provider of financial crime, risk, and compliance solutions for regional and global financial institutions, as well as government regulators. Consistently ranked as number one in the space, NICE Actimize experts apply innovative technology to protect institutions and safeguard consumers’ and investors’ assets by identifying financial crime, preventing fraud, and providing regulatory compliance.

Requisition ID: 5390 Reporting into: Vice President, Customer Success, Actimize

Role Type: Individual Contributor

About NICE

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NICE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NICE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NICE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.