Customer Success Manager

Location: USA - Remote

Department: GCO - Customer Success & Services

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 outcomes 

• Develop and maintain strong, productive relationships with customers, holding regular success reviews to understand their contact centre operations, business goals, and success criteria 

• Negotiating contract renewals and maintaining high revenue retention rates 

• Gain a deep understanding of each customer’s environment, identify success gaps and opportunities, and propose solutions that accelerate adoption and business impact 

• Identifying expansion opportunities by having a deep understanding of the customer’s business operations and applying our solutions to provide business impact 

• Proactively manage customer health, risks, and escalations, ensuring a consistently positive customer experience 

• Performing periodic Business Reviews 

• Acting as a strong customer advocate, while maintaining business priorities 

• Engaging and communicating effectively with senior leaders both internally and externally 

• Generating & maintaining account health dashboards 

• Develop and present customized presentations to assigned clients that both quantify and qualify product/service usage, realized benefits, achievements, opportunities and success plans 

• Contribute to high customer satisfaction and Net Promoter Scores (NPS) across the assigned portfolio 

 

 

Have you got what it takes? 

• Strong background in Workforce Engagement, Quality Management and Contact Centers 

• 3+ 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 

• Bachelor’s degree or equivalent experience preferred 

• Experience in managing the business aspects for a range of customer tiers, as well as communicating customer initiatives internally with Executive leadership 

• Demonstrated experience in a fast-paced environment and meeting customer time constraints 

• Experience working with Gainsight, and Salesforce