Strategic Enterprise CSM & Technical Advisor

NICE; United States; Hybrid; USD 120,000 - 180,000; Full time

Job summary

NiCE is seeking a Customer Success Manager (CSM) / Senior Technical Account Manager to act as the strategic advisor for a portfolio of enterprise customers. You will drive customer outcomes, maximize value, and build executive relationships to support retention and growth.

You will collaborate with Sales, Professional Services, Support, Product Management, Engineering, and Leadership to ensure successful adoption, resolve complex challenges, and identify opportunities to expand customer value.

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.

Responsibilities

• Lead Executive Business Reviews (EBRs), service reviews, and strategic planning sessions.
• Develop and maintain trusted advisor relationships across Sales, Professional Services, Support, Product Management, Engineering, and Leadership teams.
• Drive adoption and ensure alignment between customer expectations, contractual commitments, and delivered outcomes.
• Identify expansion and cross-sell opportunities with Sales and Account Executives.

Skills

Executive presence

Communication

Relationship management

Influencing

Strategic thinking

Problem solving

Business acumen

Education

Bachelor’s degree in Business, Technology, or related field

Tools

IEX Workforce Management

Nexidia Interaction Analytics

Performance Management

NEVA / APA

Engage Recording and Quality Management

Job description

NiCE is seeking a Customer Success Manager (CSM) / Senior Technical Account Manager to act as the strategic advisor for a portfolio of enterprise customers. You will drive customer outcomes, maximize value, and build executive relationships to support retention and growth.

You will collaborate with Sales, Professional Services, Support, Product Management, Engineering, and Leadership to ensure successful adoption, resolve complex challenges, and identify opportunities to expand customer value.