Customer Success Manager

1 month ago


Hoboken, New Jersey, United States NICE Systems, Inc. Full time
About the Role

The Customer Success Manager is a key member of our cloud customer success team, responsible for ensuring high customer satisfaction and driving product adoption. This role is critical in preserving customer reoccurring revenue and creating loyal promoters who drive additional business.

Key Responsibilities
  • Manage customer relationships throughout their lifecycle, advocating internally on their behalf and providing oversight to meet customer commitments
  • Negotiate contract renewals and maintain high revenue retention rates
  • Identify expansion opportunities by understanding customer business operations and applying our solutions to provide business impact
  • Serve as a strong customer advocate, capturing the voice of the customer to drive positive customer satisfaction
  • Perform periodic business reviews and maintain a working knowledge of competitive product lines
  • Develop and present customized presentations to assigned clients, quantifying and qualifying product/service usage, realized benefits, achievements, opportunities, and success plans
Requirements
  • Experience with Workforce Management Systems, preferably 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 and ServiceNow would be a plus
About NICE

NICE Systems, Inc. is a global leader in AI, cloud, and digital solutions, recognized for its innovation and market leadership. Our 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.

We are proud to be an equal opportunity employer, committed to diversity and inclusion. 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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