Customer Success Manager

Hoboken, NJ, United States

At NICE, we don’t limit our challenges. We challenge our limits. Constantly. We’re relentless. We’re ambitious. And we make an impact. Our NICErs bring their A game and spend each day turning it into an A+. And if you’re like us, we can offer you the kind of challenge that will light a fire within you.

Customer Success Manager – WEM Portfolio

The primary goal of the Customer Success Manager at NICE is to work closely with our 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 accounts become willing references for prospect customers.

Responsibilities:

Responsibilities & Key Activities:

The role is Responsible for:

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

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

Generating & maintaining account health dashboards

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 solutions

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

Required Skills/Experience/Education:

Ideal Experience & Background:

Experience with contact center and back office environments as it relates to key metrics, processes and operational concepts (workforce management, quality, coaching and performance management).

Minimum 3+ years’ experience in a customer-facing, role such as Consultant, SaaS Implementation Coordinator, Solutions Engineer, or hands on Customer Success Manager

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

Working knowledge of contact center and back office technologies a plus

Experience working with Gainsight, Salesforce.com and ServiceNow would be a plus

Personal Attributes:

Persuasive, confidentwith excellentnegotiation skills

Prior experience in solutions selling, and account development

Strong communication, written, and formal presentation/public speaking ability

Passionate and empathetic towards the customer experience

Self-motivated, pro-active, results-oriented professional with an ability to work with minimal direction

Diligent/detail oriented & organized

Reporting:

Reports to VP, Customer Success

Additional Information:

Location: Nearest to an existing NICE facility:

Richardson, Texas

Denver, Colorado,

Hoboken, NJ

Travel: Able to travel up to 25%

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.

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