Customer Success Manager

Customer Success Manager – WEM Portfolio 

The primary goal of the Customer Success Manager at NICE is to work closely with our 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 accounts become willing references for prospect customers. 

Responsibilities: 

Responsibilities & Key Activities: 

The role is Responsible for: 

• 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 
• 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 

Key Activities include but are not limited to: 

• Supporting assigned customers throughout their lifecycle post-sale 

• Ensure successful onboarding of new solutions 
• 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 

Required Skills/Experience/Education: 

Ideal Experience & Background: 

• 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 3+ 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 in a fast-paced 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 

Personal Attributes:  

• Persuasive, confident with excellent negotiation skills 
• Prior experience in solutions selling, and account development 
• Strong communication, written, and formal presentation/public speaking ability 
• Passionate and empathetic towards the customer experience 
• Self-motivated, pro-active, results-oriented professional with an ability to work with minimal direction 
• Diligent/detail oriented & organized 

Reporting: 

Reports to VP, Customer Success 

Additional Information:  
Location: Nearest to an existing NICE facility:  

Richardson, Texas 

Denver, Colorado,  

Hoboken, NJ 

Travel: Able to travel up to 25%