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 primary goal of the Customer Success Manager at NICE is to work closely with our customer base to ensure high customer satisfaction & enable product adoption, to both preserve customer’s reoccurring revenue, & create loyal promoters drivingadditional business. Performance in the role is measured by retention, growth of contract values, while ensuring assigned 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
- 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
- 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
- Maintain 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
- Develop and present customized presentations to assigned clients that both quantify and qualify product/service usage, realized benefits, achievements, opportunities and success plans
- Ensuring that our customers derive maximum value from our solutions
Key Activities include but are not limited to:
- Supporting assigned customers throughout their lifecycle post-sale
- Ensure successful onboarding of new solutions
- Facilitating successful handover across Sales, Service & Support teams
- Ensure successful relationships by understanding the customer’s goals and objectives and how the objectives will be measured and achieved throughout their partnership with NICE
- Ensure new customers feel supported and are confident and comfortable utilizing their new software
- Proactive Touch – building long-term relationships with key decision makers at the customer through regular, proactive communication with assigned accounts
- Risk Management – Track customer health and proactively identify risks of customer dissatisfaction, contract compression or termination, and developing and executing mitigation strategies as required
- Value Monitoring - Ensuring that any additional software usage is immediatelyidentified and converted into an upsell
- Solution Adoption Reviews - Proactively monitoring customer usage of the software and tracking against customers goals & objectives as agreed in the onboarding process, and occasionally may provide ad-hoc analyses to advance a customer outcome and support value realization
Have you got what it takes?
- Experience with contact center and back office environments as it relates to key metrics, processes and operational concepts (workforce management, quality, coaching and performance management.)
- Minimum 4+years’ experience in a customer-facing, role such as Consultant, SaaSImplementation Coordinator, Solutions Engineer, or hands on Customer Success Manager
- 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 of operating with minimal guidance in a fast-paced customer-focused environment and meeting customer time constraints
- Working knowledge of contact center and back office technologies a plus
- Experience working with Gainsight, Salesforce.com and ServiceNow would be a plus
- Willingness to acquire skills and knowledge on one’s own to meet the changing demands of the role
Personal Attributes:
- Persuasive, confident with excellent negotiation skills
- Prior experience in solutions selling, and account development
- Strong communication, written, and formal presentation/public speaking ability
- Passionate and empathetic towards the customer experience
- Self-motivated, pro-active, results-oriented professional with an ability to work with minimal direction
- Diligent/detail oriented & organized
This job description is not intended to be all-inclusive, and employees 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.
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.
