Customer Success Manager
| Company | NICE |
|---|---|
| Location | Union City, NJ, USA, Draper, UT, USA, Atlanta, GA, USA, Richardson, TX, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Mid Level |
Requirements
- Minimum 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
- 3+ years working within hosted or Software as a Service business-model
- Ability to engage in technical dialogue with customers and internal audiences
- Experience with Workforce Management Systems Preferred (deployed in larger Contact Centers for Forecasting & Scheduling)
- 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
Responsibilities
- 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
- 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
- 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
Preferred Qualifications
- Experience working with Gainsight, Salesforce.com and ServiceNow would be a plus
- Bachelor’s degree or equivalent experience preferred