Customer Success Manager, Premier, Actimize

NiCE is a leading provider of financial crime, risk, and compliance solutions. The Customer Success Manager will oversee the entire lifecycle of client relationships, ensuring customer satisfaction, identifying growth opportunities, and collaborating with sales and technical support teams.

Responsibilities:

• Process renewals on time, incl. pricing in accordance with contractual requirements
• Identify upsell and cross-sell opportunities within the customer base
• Close the deal themselves on smaller transactions and engage the account executive on larger opportunities
• Ensure high levels of customer satisfaction by assisting customers with product usage and escalating issues when needed
• Become intimately familiar with the assigned account base and become the trusted advisor to the customer for better business outcomes
• 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 Actimize should develop to counter
• Maintain a working knowledge of all other Actimize products/services, competitive product lines, differentiators, and industry trends through self-education and Actimize's resources
• Develop and present customized presentations to assigned clients that both quantify and qualify product/service usage, realized benefits, achievements, opportunities, and next steps
• Work directly with Actimize product management to deliver feedback from clients to best facilitate ideas and drive innovation for future product enhancement and development
• Work with Actimize's Implementation team to play a role in smooth customer implementations by providing on-site assistance as directed and provide appropriate feedback to the greater sales team post turn up
• Measure success via tracking of client retention and revenue growth
• Follow the company Code of Ethics and Actimize policies and procedures at all times
• Communicate in an effective and professional way with customers in and outside of Actimize

Requirements:

• 4+ years applicable experience in the CSM function
• Working technical knowledge of fighting financial crimes software/design/functionality
• Experience in managing the business aspects of mid-to-large size customers
• Demonstrated experience in a fast-paced environment and meeting customer time constraints
• Demonstrated experience working independently with little to no daily supervision
• Competency negotiating and upselling products and services offerings
• Bachelor's Degree in Information Technologies or Business Administration or related field or equivalent work experience required
• Demonstrated sales proficiency, primarily to an installed base of customers
• Experience/knowledge of AML or Fraud solutions