Senior Customer Success Manager

NiCE is a global software company serving businesses with customer experience, financial crime, and public safety solutions. The Senior Customer Success Manager manages cloud customer relationships throughout the lifecycle, driving satisfaction, adoption, retention, renewals, and expansion. The role also includes risk management, business reviews, customer advocacy, and presenting customized success plans.

Responsibilities:

• Managing the customer relationship throughout their lifecycle while advocating internally on their behalf, providing oversight and rallying the troops to meet customer commitments
• Negotiating contract renewals and 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
• Serving as strong customer advocate, capturing voice of customer in order to serve customer interest to best of ability and drive positive customer satisfaction
• 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
• Supporting assigned customers throughout their lifecycle post-sale
• Ensure successful onboarding of new cloud solution
• Facilitating successful handover across Sales, Service & Support teams
• Ensure successful relationships by understanding the customer’s goals and objectives and how the objectives will be measured and achieved throughout their partnership with NICE
• Ensuring new customers feel supported and are confident and comfortable utilizing their new software
• Proactive Touch – building long-term relationships with key decision makers at the customer through regular, proactive communication with assigned accounts
• Risk Management – Track customer health and proactively identify risks of customer dissatisfaction, contract compression or termination, and developing and executing mitigation strategies as required
• Value Monitoring - ensuring that any additional software usage is immediately identified and converted into an upsell
• Solution Adoption Reviews - Proactively monitoring customer usage of the software and tracking against customers goals & objectives as agreed in the onboarding process

Requirements:

• Minimum 5+ years' experience in a customer-facing, role such as Consultant, SaaS Implementation Coordinator, Solutions Engineer, or hands on Customer Success Manager in the Cloud ecosystem
• Ability to engage in technical dialogue with customers and internal audiences
• 3+ years working within hosted or Software as a Service business-model
• Experience in managing the business aspects of large Enterprise-level customers, and communicating customer initiatives internally with Upper Management
• Demonstrated experience in a fast-paced environment and meeting customer time constraints
• Experience working with Gainsight, Salesforce.com and ServiceNow would be a plus
• Experience with Workforce Management Systems Preferred (deployed in larger Contact Centers for Forecasting & Scheduling)
• Bachelor's degree or equivalent experience preferred