Customer Success Manager

3 months ago

Remote, 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?

We believe that a great customer experience starts with people. At Playvox by NICE, we are a customer-first organization. The Customer Success Manager is focused on securing healthy long-term adoption and relationships with an assigned portfolio of customers, as well as the ongoing growth and expansion of their accounts. This is a role for someone who is both forward-thinking, practical and has a passion for helping customers.

How will you make an impact?

Manage a full account portfolio and relationships with customers to drive long-term adoptionServe as the primary point of contact and manage the customer communication by proactively engaging with customers: conducting status calls, communicating via email and chat, and conducting formal business reviews with cross-functional teamsCultivate a trusted advisor relationship with stakeholders and executive sponsorsMonitor and identify adoption and utilization trends, provide recommendations based on risk and customers’ business needsMaintain overall health of accounts to ensure account success and growthManage customer onboarding for new customersCollaborate with the Sales to assist in implementation of new customersCollaborate with technical support to assist in triaging customer technical issues or product questionsIdentify opportunities and drive expansion within current accounts to continue to provide exceptional value to customersConduct ongoing customer trainingPresent product demonstrationsSupport customers and solve problems for specific and individualized use casesStrong understanding of the Playvox platform and similar SaaS solutions within the contact center industryServe as the voice of the customer to drive improvement across all areasForecast revenue and meet personal quarterly and annual goals

Have you got what it takes?

Bachelor’s degree in a business-related or technical field5+ years of B2B client-relationship management experience in software/technology, preferably in workforce management, quality assurance, and/or contact center industryAn ideal candidate will live in the Western US; Mountain Time zone and Pacific Time zone are highly preferred due to certain work and customer demands for this position

You will have an advantage if you also have:

Knowledge of customer success processes and best practicesAbility to manage multiple priorities and tasks; proven strong organizational skills in a high-growth environmentAbility to be a subject matter expert within the product and lead customer-facing conversationsAbility to identify opportunities for growth and expansion and manage a sales cycleExcellent written and verbal communication skillsStrong attention to detail, both written and verbalFluency in Spanish or Portuguese is 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 Playvox by 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

This job description is not intended to be all-inclusive, and employee will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.

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