Strategic Technical Account Manager | Hybrid/Remote

NICE; Philippines; Hybrid; PHP 800,000 - 1,100,000; Full time

Benefits offered by this job

NiCE-FLEX hybrid model

Job summary

NiCE Philippines is seeking a results-driven Customer Success Manager to drive adoption, retention, and measurable value across strategic customers. You will build trusted relationships, conduct business reviews, identify risks, and translate needs into actionable success plans.

This is a NiCE-FLEX hybrid role (2 days in the office, 3 days remote). You will collaborate across Sales, Support, Professional Services, Product, and other teams to maximize product adoption and customer outcomes,

Qualifications

• 5+ years of experience in Customer Success, account management, Technical Account Management, or a similar customer-facing role, preferably in software, SaaS, telecommunications, or customer experience environments.
• Proven experience managing a portfolio of customer accounts and building strong relationships with stakeholders at different organizational levels.
• Demonstrated experience driving product adoption, increasing utilization, and realizing measurable customer value.
• A proven track record of identifying churn risks, developing and executing retention or recovery strategies, and reducing customer churn.
• Experience preparing and leading business reviews (QBRs/EBRs), developing account plans and success plans, and translating business objectives into actionable initiatives.
• Strong understanding of customer and business performance metrics, including NRR, GRR, NPS, product adoption, and account health.

Responsibilities

• Drive Customer and Business Success: Understand each customer's business objectives, operational priorities, and challenges. Align NiCE solutions and services with their goals to maximize customer value and success.
• Own Strategic Accounts and Drive Retention: Manage assigned accounts through structured account plans, regular business reviews, and proactive engagement. Monitor account health, identify risks and growth opportunities, and drive initiatives that strengthen relationships, adoption, and retention.
• Build Strong Customer Relationships and Business Acumen: Establish trusted relationships with key stakeholders, from technical teams and business users to executive decision-makers. Understand customer business models, operational metrics, and success measures, translating customer needs into meaningful business outcomes.
• Lead Customer Issues and Drive Resolution: Take ownership of customer concerns and escalations, coordinate the appropriate internal resources, maintain clear communication, and drive issues through resolution and follow-up.
• Drive Adoption and Cross-Functional Execution: Partner with Sales, Support, Professional Services, Product, and other internal teams to deliver customer initiatives, promote best practices, increase product adoption, and maximize the value of customers NiCE solutions.
• Champion Customer Advocacy and Continuous Improvement: Represent the voice of the customer by communicating feedback, identifying recurring challenges, and recommending improvements to products, services, and internal processes.

Skills

Customer success

Account management

Stakeholder management

Churn risk identification

Cross-functional collaboration

Communication skills

Tools

Salesforce

Gainsight

ServiceNow

Jira

CRM tools

Job description

NiCE Philippines is seeking a results-driven Customer Success Manager to drive adoption, retention, and measurable value across strategic customers. You will build trusted relationships, conduct business reviews, identify risks, and translate needs into actionable success plans.

This is a NiCE-FLEX hybrid role (2 days in the office, 3 days remote). You will collaborate across Sales, Support, Professional Services, Product, and other teams to maximize product adoption and customer outcomes,