Senior Customer Success Manager

NICE

6d•Hybrid

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

Minimum 5+ 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 of large Enterprise-level customers, and communicating customer initiatives internally with Upper Management
Demonstrated experience in a fast-paced environment and meeting customer time constraints

Nice To Haves

Experience with Workforce Management Systems Preferred (deployed in larger Contact Centers for Forecasting & Scheduling)
Bachelor’s degree or equivalent experience preferred
Experience working with Gainsight, Salesforce.com and ServiceNow would be a plus

Responsibilities

Managing the customer relationship throughout their lifecycle while advocating internally on their behalf, providing oversight and rallying the troops to meet customer commitments
Negotiating contract renewals and maintaining high revenue retention rates
Identifying expansion opportunities by having a deep understanding of the customer’s business operations and applying our solutions to provide business impact
Serving as strong customer advocate, capturing voice of customer in order to serve customer interest to best of ability and drive positive customer satisfaction
Performing periodic Business Reviews
Acting as a strong customer advocate, while maintaining business priorities
Helping to identify & support internal teams to remove friction in the customer experience
Engaging and communicating effectively with senior leaders both internally and externally
Generating & maintaining account health dashboards
Maintain a working knowledge of competitive product lines, especially as it relates to technical strengths and weaknesses of the competitor's products and what strategy NICE should develop to counter
Develop and present customized presentations to assigned clients that both quantify and qualify product/service usage, realized benefits, achievements, opportunities and success plans
Supporting assigned customers throughout their lifecycle post-sale
Ensure successful onboarding of new cloud solution
Facilitating successful handover across Sales, Service & Support teams
Ensure successful relationships by understanding the customer’s goals and objectives and how the objectives will be measured and achieved throughout their partnership with NICE
Ensuring new customers feel supported and are confident and comfortable utilizing their new software
Proactive Touch – building long-term relationships with key decision makers at the customer through regular, proactive communication with assigned accounts
Risk Management – Track customer health and proactively identify risks of customer dissatisfaction, contract compression or termination, and developing and executing mitigation strategies as required
Value Monitoring - ensuring that any additional software usage is immediately identified and converted into an upsell
Solution Adoption Reviews - Proactively monitoring customer usage of the software and tracking against customers goals & objectives as agreed in the onboarding process