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Client Success Specialist

2 months ago

Le Pontet, Provence-Alpes-Côte d'Azur, United States NICE Full time

At NICE, we embrace challenges without limits. Our ambition drives us to innovate and excel. If you share our passion for excellence, we invite you to explore a career opportunity that ignites your potential.

What does the role entail?

The Client Success Specialist is tasked with collaborating closely with our cloud clientele to ensure exceptional satisfaction and facilitate product utilization, thereby safeguarding recurring revenue and fostering loyal advocates who can generate further business.

Success in this position is gauged by retention rates, growth in contract values, and the willingness of assigned cloud accounts to serve as references for prospective clients.

How will you contribute?

  • Overseeing the customer relationship throughout their journey while advocating for their needs internally, ensuring commitments are met.
  • Negotiating contract renewals to maintain high revenue retention levels.
  • Identifying opportunities for expansion by thoroughly understanding the client's business operations and applying our solutions for impactful results.
  • Acting as a strong advocate for the customer, capturing their feedback to serve their interests effectively and enhance satisfaction.
  • Conducting regular Business Reviews.
  • Championing customer interests while balancing business priorities.
  • Assisting in identifying and supporting internal teams to alleviate challenges in the customer experience.
  • Engaging and communicating effectively with senior leadership both internally and externally.
  • Creating and maintaining account health dashboards.
  • Keeping abreast of competitive product offerings, particularly regarding their technical strengths and weaknesses, to inform strategic responses.
  • Developing and delivering tailored presentations to clients that quantify and qualify product/service usage, benefits realized, achievements, opportunities, and success plans.
Do you possess the necessary qualifications?
  • Experience with Workforce Management Systems is preferred, particularly in larger Contact Centers for Forecasting & Scheduling.
  • A minimum of 3+ years in a customer-facing role such as Consultant, SaaS Implementation Coordinator, Solutions Engineer, or hands-on Client Success Specialist within the Cloud ecosystem.
  • Ability to engage in technical discussions with both customers and internal teams.
  • 3+ years of experience in a hosted or Software as a Service business model.
  • A Bachelor's degree or equivalent experience is preferred.
  • Experience managing the business aspects of large Enterprise-level clients and effectively communicating customer initiatives to upper management.
  • Proven ability to thrive in a fast-paced environment while meeting customer deadlines.
  • Familiarity with Gainsight and ServiceNow is a plus.
What can you expect from us?

Join a rapidly growing, market-disrupting global organization where teams, composed of top talent, collaborate in a dynamic and creative environment. As a market leader, every day at NICE presents opportunities for learning and growth, with numerous internal career paths across various roles, disciplines, and locations. If you are passionate, innovative, and eager to continuously elevate standards, you may find your place with us.

Experience NICE-FLEX

At NICE, we operate under the NICE-FLEX hybrid model, allowing for maximum flexibility: 2 days in the office and 3 days of remote work each week. Office days are dedicated to face-to-face meetings, fostering teamwork and collaborative thinking that drive innovation and creativity.

About NICE

NICE Ltd. (NASDAQ: NICE) provides software solutions utilized by over 25,000 global businesses, including 85 of the Fortune 100, to deliver exceptional customer experiences, combat financial crime, and ensure public safety. Our software manages more than 120 million customer interactions daily and monitors over 3 billion financial transactions.

Recognized as an innovation leader in AI, cloud, and digital solutions, NICE is consistently acknowledged as a market leader, employing over 8,500 individuals across more than 30 countries.

NICE is proud to be an equal opportunity employer, ensuring that all qualified applicants 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.