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
Develop and present 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

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.

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.

Senior Customer Success Manager

Key skills