Senior Enterprise Customer Success & Technical Advisor

Nice-0a1ef543; United States; Remote; USD 120,000 - 170,000; Full time

Job summary

NiCE is seeking a Customer Success Manager (CSM) / Senior Technical Account Manager to partner with enterprise customers, drive outcomes, and maximize value. You will lead executive reviews, manage risk, oversee cross-functional programs, and champion adoption of NiCE solutions.

In this role, you’ll collaborate with Sales, Professional Services, Support and Engineering to ensure successful implementations, customer retention, and long-term growth across complex technology environments.

Qualifications

• Bachelor's degree in Business, Technology, or related field, or equivalent experience.
• 10+ years of customer-facing experience in Customer Success, Technical Account Management, Professional Services, Consulting, Account Management, or related fields.
• Experience managing enterprise customer relationships in complex technology environments.
• Proven ability to build executive-level relationships and influence stakeholders across all organizational levels.
• Experience leading customer escalations, risk management, and cross-functional coordination.
• Travel required to support customer on site as needed.

Responsibilities

• Serve as trusted advisor and primary contact for assigned enterprise customers.
• Develop executive relationships and align success strategies to measurable outcomes.
• Lead Executive Business Reviews (EBRs), service reviews, and strategic planning sessions.
• Oversee implementations, enhancements, support activities, and strategic initiatives.
• Coordinate cross-functional resources to deliver priorities effectively.
• Identify expansion and cross-sell opportunities with Sales.

Skills

Executive presence

Relationship management

Strategic thinking

Cross-functional leadership

Communication skills

Business acumen

Travel flexibility

Education

Bachelor's degree in Business/Tech

Tools

IEX Workforce Management (WFM)

Nexidia Interaction Analytics (NIA)

Performance Management (NPM)

NEVA / Advanced Process Automation (APA)

Engage Recording

Job description

NiCE is seeking a Customer Success Manager (CSM) / Senior Technical Account Manager to partner with enterprise customers, drive outcomes, and maximize value. You will lead executive reviews, manage risk, oversee cross-functional programs, and champion adoption of NiCE solutions.

In this role, you’ll collaborate with Sales, Professional Services, Support and Engineering to ensure successful implementations, customer retention, and long-term growth across complex technology environments.