Job Description
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?
The Customer Success Manager (CSM) role is pivotal in driving customer engagement, enhancing value, and ensuring satisfaction throughout the customer lifecycle, thereby enabling customers to achieve greater success with the company’s products and services. As long-term customer retention is a natural outcome of customer success, this role will also be responsible for proactively driving the end-to-end renewal process.
What you will be doing?
- Serve as the voice of the customer internally, managing post-sales relationships for assigned accounts.
- Develop and execute account-specific frameworks including governance, periodic business reviews, and internal stakeholder briefings.
- Collaborate with internal teams to maintain comprehensive account and client profiles, enabling timely decisions impacting clients and Actimize.
- Identify blockers for success and find solutions by collaborating with clients and Actimize teams.
- Utilize internal experts to optimize customer investment, measure solution value, and drive value adoption.
- Be accountable for timely contract renewals, managing all client engagement, commercial, and operational aspects, and ensuring business retention and service continuity for our clients.
- Provide account information and insight to support the sales team in driving new sales.
- Coordinate activities and provide leadership for key client initiatives across Actimize teams.
- Drive the Customer Satisfaction Survey process, inclusive of follow-ups, and close the feedback loop internally as well as with clients.
- Manage sales and industry requests for references and case studies.
- Orchestrate responses to assessment/information requests/enquiries from clients.
Have you got what it takes?
- Minimum BS or BA degree, preferably in business, finance, or computer science.
- 3+ years of experience in software services delivery or account management.
- Project/Program/Delivery management experience with a technical background will be an added advantage.
- Japanese Language Fluency- A MUST
- Experience with a SaaS provider/Product firm, preferably in AML/Fraud domain.
- Solution-oriented with a growth mindset and a strong sense of ownership.
- Excellent communication skills, critical thinking and adapting messaging effectively for stakeholders at all levels.
- Skilled in building positive relationships with internal teams and clients, demonstrating situational awareness and a proven track record of achieving results.
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: 10280
Reporting into: Director
Role Type: Individual Contributor
About NiCE
NICE Ltd. (NASDAQ: NICE) 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. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.
Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.
NiCE is proud to be an equal opportunity employer. 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.
