Customer Success Manager (Bilingual in English and French preferred)

NICE; United States; Remote; USD 60,000 - 100,000; Full time

Job summary

An innovative firm is seeking a Customer Success Manager to enhance customer satisfaction and drive product adoption. This role involves managing customer relationships, ensuring high retention rates, and identifying growth opportunities within a fast-paced, collaborative environment. The ideal candidate will have a strong background in customer-facing roles, excellent negotiation skills, and the ability to engage in technical discussions. Join a market leader where your contributions will directly impact customer success and business growth, while enjoying numerous internal career opportunities.

Benefits

Career Development Opportunities

Flexible Work Environment

Collaborative Team Culture

Health and Wellness Programs

Qualifications

• 4+ years in a customer-facing role, such as Customer Success Manager or Consultant.
• Experience in managing Enterprise-level customers and communicating initiatives.

Responsibilities

• Manage customer relationships and ensure high satisfaction throughout their lifecycle.
• Identify expansion opportunities and maintain high revenue retention rates.

Skills

Customer Relationship Management

Negotiation Skills

Technical Dialogue

Problem Solving

Communication Skills

Empathy towards Customer Experience

Education

Bachelor's Degree or Equivalent Experience

Tools

Gainsight

Salesforce.com

ServiceNow

Job description

Customer Success Manager (Bilingual in English and French preferred)

USA - Remote

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. 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 and enable product adoption, preserve customer’s recurring revenue, and create loyal promoters driving additional business. Performance in the role is measured by retention and 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 and support internal teams to remove friction in the customer experience.
• Engaging and communicating effectively with senior leaders both internally and externally.
• 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.
• 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.
• Ensuring successful onboarding of new solutions.
• Facilitating successful handover across Sales, Service, and Support teams.
• Ensuring successful relationships by understanding the customer’s goals and objectives and how the objectives will be measured and achieved throughout their partnership with NICE.
• Ensuring new customers feel supported and are confident and comfortable utilizing their new software.
• Building long-term relationships with key decision makers at the customer through regular, proactive communication with assigned accounts.
• Tracking customer health and proactively identifying risks of customer dissatisfaction, contract compression or termination, and developing and executing mitigation strategies as required.
• Ensuring that any additional software usage is immediately identified and converted into an upsell.
• Proactively monitoring customer usage of the software and tracking against customers' goals and objectives as agreed in the onboarding process.

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, SaaS Implementation 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.
• Preference for bilingual in English and French.

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, proactive, results-oriented professional with an ability to work with minimal direction.

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!

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.