Customer Success Manager

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?   Act as the single point of ownership for customer success across assigned accounts, coordinating NiCE CX resources as needed to deliver outcomes   Develop and maintain strong, productive relationships with customers, holding regular success reviews to understand their contact centre operations, business goals, and success criteria   Negotiating contract renewals and maintaining high revenue retention rates   Gain a deep understanding of each customer’s environment, identify success gaps and opportunities, and propose solutions that accelerate adoption and business impact   Identifying expansion opportunities by having a deep understanding of the customer’s business operations and applying our solutions to provide business impact   Proactively manage customer health, risks, and escalations, ensuring a consistently positive customer experience   Performing periodic Business Reviews   Acting as a strong customer advocate, while maintaining business priorities   Engaging and communicating effectively with senior leaders both internally and externally   Generating & maintaining account health dashboards   Develop and present customized presentations to assigned clients that both quantify and qualify product/service usage, realized benefits, achievements, opportunities and success plans   Contribute to high customer satisfaction and Net Promoter Scores (NPS) across the assigned portfolio       Have you got what it takes?   Strong background in Workforce Engagement, Quality Management and Contact Centers   3+ 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 for a range of customer tiers, as well as communicating customer initiatives internally with Executive leadership   Demonstrated experience in a fast-paced environment and meeting customer time constraints   Experience working with Gainsight, and Salesforce   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.  

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