Senior Customer Success Manager

NiCE is a leading software provider specializing in public safety and criminal justice solutions. The Senior Customer Success Manager will ensure customers fully realize the value of the Evidencentral platform by guiding them through technology adoption and monitoring key metrics to enhance customer satisfaction and engagement.

Responsibilities:

• Serve as the primary customer contact and advocate for the post-implementation customer journey for identified accounts
• Build and execute an account specific relationship framework (executive sponsor, technical and operational leadership), inclusive of regularly scheduled status calls, quarterly business reviews, consumption reviews, roadmap reviews, and other communications as required
• Runs regular, proactive meetings and other communications with each client. Keeps meticulous records, and is accountable for internal and external follow-through (leveraging resources and associated teams at NICE)
• Accountable for driving customer adoption, roll out and consumption by educating customers on how to internally promote the use of Evidencentral features, identifying and prioritising critical use cases and applying critical features, driving expansion, and monitoring consumption usage
• Connect the customers Business Benefits Realisation to the vision they embraced when NICE solutions were selected
• Drives customer adoption and consumption by educating customer on how to internally promote the use of Evidencentral, identifying and prioritizing critical use cases and applying critical features, driving expansion, then monitoring consumption usage
• Identify blockers for adoption, roll out and consumption and find solutions by collaborating with clients and cross-functional Public Safety and Justice teams
• Leverage internal subject matter experts to help customers optimise their investment, ensure program objectives are being met and measure the value of the solution to their organisations
• Syncs and collaborates with other Value Realization Services Managers to share and leverage insights across all customer accounts
• Actively farm existing account base to identify upsell and cross-sell opportunities
• Provide valuable account information and insight to sales team to fuel the sales engine, to help refine go-to-market approach, and thus influence both new sales and upsales
• Manage the planning and delivery of Day 2 moves-adds-change projects with the customer