Customer Success Manager

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: 5304
Reporting into: Director, Customer Success Management
Role Type: Individual Contributor