About The Position
The primary goal of the Customer Success Manager at NICE is to work closely with our cloud customer base to ensure high customer satisfaction & enable product adoption, to both preserve customer’s reoccurring revenue, & create loyal promoters driving additional business. Performance in the role is measured by retention, growth of contract values, while ensuring assigned cloud accounts become willing references for prospect customers.
Requirements
- Strong background in Workforce Engagement, Quality Management and Contact Centers
- 3+ years experience in a customer-facing, role such as Consultant, SaaS Implementation Coordinator, Solutions Engineer, or hands on Customer Success Manager in the Cloud ecosystem
- Ability to engage in technical dialogue with customers and internal audiences
- 3+ years working within hosted or Software as a Service business-model
- Experience in managing the business aspects for a range of customer tiers, as well as communicating customer initiatives internally with Executive leadership
- Demonstrated experience in a fast-paced environment and meeting customer time constraints
Nice To Haves
- Bachelor’s degree or equivalent experience preferred
- Experience working with Gainsight, and Salesforce
Responsibilities
- Act as the single point of ownership for customer success across assigned accounts, coordinating NiCE CX resources as needed to deliver outcomes
- Develop and maintain strong, productive relationships with customers, holding regular success reviews to understand their contact centre operations, business goals, and success criteria
- Negotiating contract renewals and maintaining high revenue retention rates
- Gain a deep understanding of each customer’s environment, identify success gaps and opportunities, and propose solutions that accelerate adoption and business impact
- Identifying expansion opportunities by having a deep understanding of the customer’s business operations and applying our solutions to provide business impact
- Proactively manage customer health, risks, and escalations, ensuring a consistently positive customer experience
- Performing periodic Business Reviews
- Acting as a strong customer advocate, while maintaining business priorities
- Engaging and communicating effectively with senior leaders both internally and externally
- Generating & maintaining account health dashboards
- Develop and present customized presentations to assigned clients that both quantify and qualify product/service usage, realized benefits, achievements, opportunities and success plans
- Contribute to high customer satisfaction and Net Promoter Scores (NPS) across the assigned portfolio
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
