Customer Success Manager

March 14

Apply Now

Receive Emails with Similar Jobs

NICE

WebsiteLinkedInAll Job Openings

NICE is a leading provider of AI-powered customer service automation solutions, transforming contact centers into world-class customer experience centers. Their CXone Mpower platform offers end-to-end automation of customer service workflows, integrating human and AI agents to deliver efficient and personalized customer interactions. NICE's offerings include AI for customer experience, digital and self-service solutions, workforce engagement and management, and complete cloud-based contact center platforms. They are recognized as a leader in the Contact Center as a Service (CCaaS) industry, providing tools for increased operational efficiency, employee engagement, and enhanced customer satisfaction.

Big data capture and analysis • Multi-channel interactions Recording • Financial crime solutions • Customer experience management solutions • Security and public safety solutions

5001 - 10000 employees

Founded 1991

☁️ SaaS

🤖 Artificial Intelligence

📡 Telecommunications

📋 Description

• 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. • Managing the customer relationship throughout their lifecycle while advocating internally on their behalf, providing oversight and rallying the troops to meet customer commitments. • 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. • Developing and presenting customized presentations to assigned clients that both quantify and qualify product/service usage, realized benefits, achievements, opportunities and success plans. • Ensuring that our customers derive maximum value from our solutions.

🎯 Requirements

• 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 4+ 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 of operating with minimal guidance in a fast-paced customer-focused 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 • Willingness to acquire skills and knowledge on one’s own to meet the changing demands of the role • Preference for bi-lingual in English and French