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 outcomesDevelop and maintain strong, productive relationships with customers, holding regular success reviews to understand their contact centre operations, business goals, and success criteriaNegotiating contract renewals and maintaining high revenue retention ratesGain a deep understanding of each customer’s environment, identify success gaps and opportunities, and propose solutions that accelerate adoption and business impactIdentifying expansion opportunities by having a deep understanding of the customer’s business operations and applying our solutions to provide business impactProactively manage customer health, risks, and escalations, ensuring a consistently positive customer experiencePerforming periodic Business ReviewsActing as a strong customer advocate, while maintaining business prioritiesEngaging and communicating effectively with senior leaders both internally and externallyGenerating & maintaining account health dashboardsDevelop and present customized presentations to assigned clients that both quantify and qualify product/service usage, realized benefits, achievements, opportunities and success plansContribute to high customer satisfaction and Net Promoter Scores (NPS) across the assigned portfolioHave you got what it takes?Strong background in Workforce Engagement, Quality Management and Contact Centers3+ years experience in a customer-facing, role such as Consultant, SaaS Implementation Coordinator, Solutions Engineer, or hands on Customer Success Manager in the Cloud ecosystemAbility to engage in technical dialogue with customers and internal audiences3+ years working within hosted or Software as a Service business-modelBachelor’s degree or equivalent experience preferredExperience in managing the business aspects for a range of customer tiers, as well as communicating customer initiatives internally with Executive leadershipDemonstrated experience in a fast-paced environment and meeting customer time constraintsExperience 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. Originally posted on Himalayas