Customer Success Manager

Summary

NiCE is a company that challenges limits and aims for the highest standards. The Customer Success Manager will work closely with cloud customers to ensure satisfaction, drive product adoption, and maintain revenue through strong relationships and proactive management of customer accounts.

Responsibilities

• 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

Skills

• 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
• 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
• Bachelor's degree or equivalent experience preferred

Qualifications

Must Haves

• 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
• 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

Nice to Haves

• Bachelor's degree or equivalent experience preferred