Director of Customer Success & Value Realization

NiCE; Atlanta (GA); Híbrido; USD 150 000 - 210 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

NICE-FLEX hybrid model

Global career opportunities

Resumo da oferta

NiCE in Atlanta seeks a strategic Director of Customer Success to lead the Technical Account Managers and Customer Success Managers, partnering with Support to maximize customer value and drive adoption of our SaaS platform in the Criminal Justice sector.

You will establish a comprehensive CS strategy, define KPIs, mentor a high-performing team, and collaborate with Product, Sales, and Support to ensure solutions meet client needs and deliver measurable outcomes.

Qualificações

• Bachelor’s degree in Business, Management, or related field; MBA preferred.
• 10+ years in customer success, value realization, or consulting within SaaS.
• Strong understanding of value metrics and ROI.
• Exceptional communication and presentation skills.
• Analytical mindset for interpreting data and turning insights.
• Customer-focused approach with passion for driving success.

Responsabilidades

• Implementing and refining a comprehensive Customer Success strategy that aligns with company objectives and enhances customer satisfaction.
• Collaborating with customers to understand their goals, workflows and create value realization plans that drive adoption and consumption of services.
• Establishing and tracking KPIs to measure customer success and impact of our solutions.
• Leading and mentoring a team of Technical Account Managers and Customer Success Managers, based in Atlanta, GA.
• Building playbooks, SOPs, workflows and other tools to deliver Customer Success Services.
• Working closely with Support, Product Management, and Sales to ensure our solutions meet customer needs and drive value.
• Providing insights and best practices to internal teams and customers on maximizing product value.
• Developing and enhancing materials, workshops, and training programs for customers to drive adoption.
• Gathering customer feedback to inform product development and enhancements.
• Making recommendations on technology to support the Customer Success mission and KPIs.

Conhecimentos

Strategic leadership

Customer success leadership

SaaS experience

KPI/ROI analysis

Data-driven decision making

Stakeholder influence

Excellent communication

Formação académica

Bachelor's degree in Business/Management

MBA preferred

Descrição da oferta de emprego

NiCE in Atlanta seeks a strategic Director of Customer Success to lead the Technical Account Managers and Customer Success Managers, partnering with Support to maximize customer value and drive adoption of our SaaS platform in the Criminal Justice sector.

You will establish a comprehensive CS strategy, define KPIs, mentor a high-performing team, and collaborate with Product, Sales, and Support to ensure solutions meet client needs and deliver measurable outcomes.