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Client Success Strategist

2 months ago

Remote, Oregon, United States NICE Full time

At NICE, we continuously push the boundaries of what's possible. Our ambition drives us to be innovators and leaders in our field. If you share our passion for excellence, we have an exciting opportunity for you.

What does the role entail?

We recognize that exceptional customer experiences are built on strong relationships. As a Customer Success Manager at Playvox by NICE, you will be dedicated to fostering long-term engagement and partnerships with a designated group of clients, while also promoting the growth and development of their accounts. This position is ideal for a proactive individual who is both strategic and practical, with a genuine enthusiasm for supporting customers.

How will you contribute?

  • Oversee a comprehensive portfolio of accounts and nurture relationships to ensure sustained engagement.
  • Act as the main liaison, managing customer communications through regular check-ins, emails, and formal business reviews with various teams.
  • Establish a trusted advisor rapport with key stakeholders and executive sponsors.
  • Analyze adoption and usage patterns, offering insights based on potential risks and the specific needs of clients.
  • Ensure the overall health of accounts to facilitate success and growth.
  • Guide new customers through the onboarding process.
  • Collaborate with the Sales team to assist in the integration of new clients.
  • Work with technical support to help resolve customer technical inquiries or product-related questions.
  • Identify growth opportunities and drive expansion within existing accounts to enhance customer value.
  • Conduct ongoing training sessions for customers.
  • Deliver product demonstrations.
  • Assist customers in addressing specific and unique use cases.
  • Possess a strong understanding of the Playvox platform and comparable SaaS solutions in the contact center sector.
  • Act as the customer advocate to promote improvements across all areas.
  • Project revenue and achieve personal quarterly and annual objectives.

Do you have the necessary qualifications?

  • A Bachelor's degree in a business-related or technical discipline.
  • 5+ years of experience in B2B client relationship management within the software or technology sector, ideally in workforce management, quality assurance, or the contact center industry.
  • Preference for candidates residing in the Western US, particularly in the Mountain or Pacific Time zones due to specific work and customer requirements.

Additional advantages include:

  • Familiarity with customer success methodologies and best practices.
  • Ability to juggle multiple priorities and tasks; demonstrated strong organizational skills in a rapidly growing environment.
  • Capability to be a subject matter expert on the product and lead customer-facing discussions.
  • Skill in identifying opportunities for growth and managing a sales cycle.
  • Exceptional written and verbal communication abilities.
  • Meticulous attention to detail in both written and verbal communication.
  • Proficiency in Spanish or Portuguese is a plus.

What can you expect?

Become part of a dynamic, market-leading global organization where teams comprised of top talent collaborate in a fast-paced and innovative environment. At Playvox by NICE, every day presents an opportunity for learning and growth, with numerous internal career paths available across various roles, disciplines, and locations. If you are driven, creative, and eager to elevate standards, you may be the perfect fit for our team.

This job description is not exhaustive and may be subject to changes as necessary. It does not constitute a written or implied employment contract.