Customer Success Manager

4 months ago

Atlanta, United States NICE Full time

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?

The Customer Success Manager is responsible 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.

How will you make an impact?

  • 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
  • Maintaining 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
  • Developing and presenting customized presentations to assigned clients that both quantify and qualify product/service usage, realized benefits, achievements, opportunities and success plans
Have you got what it takes?
  • Experience with Workforce Management Systems Preferred (deployed in larger Contact Centers for Forecasting & Scheduling)
  • Minimum 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
  • Bachelor's degree or equivalent experience preferred
  • 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
  • Experience working with Gainsight, Salesforce.com and ServiceNow would be a plus


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

Enjoy NICE-FLEX

At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Requisition ID: 4384Reporting into: Director, Customer Success Management
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.

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