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?
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 adoption
- Serve 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 teams
- Cultivate a trusted advisor relationship with stakeholders and executive sponsors
- Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers’ business needs
- Maintain overall health of accounts to ensure account success and growth
- Manage customer onboarding for new customers
- Collaborate with the Sales to assist in implementation of new customers
- Collaborate with technical support to assist in triaging customer technical issues or product questions
- Identify opportunities and drive expansion within current accounts to continue to provide exceptional value to customers
- Conduct ongoing customer training
- Present product demonstrations
- Support customers and solve problems for specific and individualized use cases
- Strong understanding of the Playvox platform and similar SaaS solutions within the contact center industry
- Serve as the voice of the customer to drive improvement across all areas
- Forecast revenue and meet personal quarterly and annual goals
Have you got what it takes?
- Bachelor’s degree in a business-related or technical field
- 5+ years of B2B client-relationship management experience in software/technology, preferably in workforce management, quality assurance, and/or contact center industry
You will have an advantage if you also have:
- Knowledge of customer success processes and best practices
- Ability to manage multiple priorities and tasks; proven strong organizational skills in a high-growth environment
- Ability to be a subject matter expert within the product and lead customer-facing conversations
- Ability to identify opportunities for growth and expansion and manage a sales cycle
- Excellent written and verbal communication skills
- Strong attention to detail, both written and verbal
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.
