Remote Senior Customer Success Manager

Summary

Join NICE Actimize as a Senior Customer Success Manager to manage post-sales relationships for strategic accounts and drive customer satisfaction and revenue growth.

Requirements

• 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

Responsibilities

• 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

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!