Senior Customer Success Manager

Nice Ltd.; Northern (KY); Hybrid; USD 70,000 - 120,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

NiCE is seeking a Customer Success Manager to partner with cloud customers, drive product adoption, and protect recurring revenue through strong retention and expansion activities.

The role focuses on lifecycle management, executive communication, and proactive value realization for large enterprise accounts in a fast-paced, global environment.

Qualifications

• 5+ years in customer-facing roles such as Consultant, SaaS Implementation Coordinator, Solutions Engineer, or hands-on Customer Success Manager in the Cloud ecosystem
• Experience with workforce management systems preferred
• Ability to engage in technical dialogue with customers and internal audiences
• 3+ years working within hosted or Software as a Service business-model
• Experience with Gainsight, Salesforce.com and ServiceNow would be a plus

Responsibilities

• Manage the customer relationship throughout their lifecycle while advocating internally to meet commitments
• Negotiate contract renewals and maintain high revenue retention rates
• Identify expansion opportunities by understanding the customer’s business operations and applying our solutions
• Serve as a strong customer advocate and capture voice of customer to drive satisfaction
• Perform periodic Business Reviews and coordinate with internal teams to remove friction in the customer experience
• Engage with senior leaders to communicate value and strategy
• Ensure onboarding of new cloud solutions and successful handover across Sales, Service & Support
• Monitor customer health and mitigate risks of dissatisfaction or churn
• Drive adoption and upsell through demonstrated value

Skills

Customer-facing experience

SaaS experience

Communication skills

Technical dialogue

Education

Bachelor’s degree or equivalent experience

Tools

Gainsight

Salesforce

ServiceNow

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 cloud customer base to ensure high customer satisfaction & enable product adoption, to both preserve customer’s reoccurring revenue, & create loyal promoters driving additional business.Performance in the role is measured by retention, growth of contract values, while ensuring assigned cloud 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
• Negotiating contract renewals and 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
• Serving as strong customer advocate, capturing voice of customer in order to serve customer interest to best of ability and drive positive customer satisfaction
• 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
• 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

Key Activities include but are not limited to:

• Supporting assigned customers throughout their lifecycle post-sale
  • Ensure successful onboarding of new cloud solution
  • 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
  • Ensuring 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 immediately identified 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

Have you got what it takes?

• Experience with Workforce Management Systems Preferred (deployed in larger Contact Centers for Forecasting & Scheduling)
• Minimum 5+ years’ experience in a customer-facing, role such as Consultant, SaaS Implementation Coordinator, Solutions Engineer, or hands on Customer Success Manager in the Cloud ecosystem
• 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 in a fast-paced environment and meeting customer time constraints
• Experience working with Gainsight, Salesforce.com and ServiceNow would be a plus

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.

Requisition ID:
Reporting into: Director, Customer Success
Role Type: Individual Contributor

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!

At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

About NiCE

NICELtd. (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 crimeand ensure public safety.Every day, NiCE software managesmore than120 million customer interactions and monitors3+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.