About the position
NICE Actimize is currently seeking an experienced, action-oriented, high energy 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. Responsible for managing the post-sales relationship for strategically significant accounts. Serves as the primary client contact and advocate for day to day and escalated issues and requests. Establishes and maintains customer satisfaction across named accounts through account planning, proactive client communications, issue remediation and containment, and performance measurement. Actively farms existing account base to identify new solutions or services opportunities. Provides valuable account information and insight to support the sales process. Builds and executes an account specific relationship framework, inclusive of regularly scheduled status calls, quarterly business reviews, account documentation, reference management and account planning sessions. Leverages internal subject matter experts to help customers optimise their investment, ensure program objectives are being met and measure the value of the solution to their organisations. Coordinates activities and provides leadership on directions of key projects, initiatives and issues across internal business units. Conducts regular briefings on account status to senior management and other internal stakeholders.
Responsibilities
- Manage the post-sales relationship for strategically significant accounts.
- Serve as the primary client contact and advocate for day to day and escalated issues and requests.
- Establish and maintain customer satisfaction across named accounts through account planning and proactive client communications.
- Identify new solutions or services opportunities within existing account base.
- Build and execute an account specific relationship framework.
- Leverage internal subject matter experts to help customers optimise their investment.
- Coordinate activities and provide leadership on directions of key projects and initiatives.
- Conduct regular briefings on account status to senior management and other internal stakeholders.
Requirements
- 5+ years’ experience in account/client relationship management supporting Fortune 500 companies.
- Project Management experience with excellent organizational skills.
- Ability to tailor message formats and contents to the audience.
- Exceptional interpersonal, listening, written and verbal communication skills.
- Ability to lead and motivate, develop clear and creative solutions to complex problems.
- Comfortable dealing with complex customer relationships 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.
- Strong working knowledge of brokerage, banking and financial services industry.
- Familiarity with Financial Crime and Compliance/Risk Management.
- Experience with complex software sales lifecycles.
- Ability to travel up to 50%.
Nice-to-haves
- Experience/knowledge of AML or Fraud solutions.
Benefits
- Flexible working model (2 days in office, 3 days remote).
- Opportunities for internal career growth across multiple roles and locations.
