Product Customer Success Manager

Position at NICE CXone

Product Customer Success Manager, CXone Expert

Location: San Diego, CA

The Customer Success Manager will be accountable for delivering world class customer service to NICE CXone's most important customers. Specifically, this position is responsible for building long-term relationships with new and existing customers by being attentive to their immediate needs, proposing enhancements to product and/or services and leveraging appropriate company resources to address how clients can better interact with their customers using NICE CXone technology products. The Product Customer Success Manager, through their relationship with each client, is responsible to upsell, cross-sell, and consult with the client. Commission will be based on multi-year renewals and upsells.

The Product Customer Success Manager's involvement with the client will encompass the entire lifecycle of the relationship - beginning with the initial implementation and carry through to building a long-term relationship. Client interaction will be done primarily over the phone and/or via WebEx, with face to face meetings as deemed necessary and/or appropriate. The Product Customer Success Manager will work both independently and in concert with the Customer Success and Customer Care team. Together, these teams are responsible to ensure both customer longevity and systematic growth.

Financial Responsibilities:

• Ensure proper billing practices for NICE CXone's technology customers; Follow invoicing protocols based on contractual agreements
• Reviewing invoices prior to release to ensure accuracy
• Conduct periodic deep-dive audits (invoice/contracts)
• Engage necessary resource teams to fix any systemic problems (i.e. IT/Billing).
• Issue credits and/or adjustments to invoices as appropriate
• Follow company procedures for travel authorization and expense reports

Major Functions/Responsibilities:

• This position will require travel of 20-40% of the time
• Identify upsell and cross-sell opportunities within the customer base. Close the deal or engage the sales team in the close of the opportunity.
• Become intimately familiar with a customer's contact center and business to become the trusted advisor to the customer for all contact center expertise.
• Consult with the client regarding their contact center business, identifying areas in which they can use their existing CXone products more effectively in coordination with best practices in the contact center industry.
• 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 CXone should develop to counter.
• Maintain a working knowledge of all other CXone products/services, competitive product lines, differentiators and industry trends through self-education and CXone's resources.
• Proactively and effectively identify customer needs. Perform technical benefits assessment for customers and gain detailed understanding of their environment.
• Develop and present customized presentations to assigned clients that both quantify and qualify product/service usage, realized benefits, achievements, opportunities and next steps.
• Be actively involved in developing, administering and responding to client satisfaction surveys on a regular basis.
• Work directly with CXone product management to deliver feedback from clients to best facilitate ideas and drive innovation for future product enhancement and development.
• Partner with sales team to prepare and deliver technical presentations and statements of work by matching specific client business requirements with effective technical solutions - with a focus on CXone's solutions.
• Work with CXone Sales Support 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 progress/success via tracking of client retention and revenue growth.
• Follow the company Code of Ethics and CXone policies and procedures at all times.
• Communicate in an effective and professional way with customers in and outside of CXone.

Experience Requirements:

• 3+ years applicable experience in customer service, call/contact center and/or service delivery.
• Working technical knowledge of contact center software/design/functionality
• 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 product and service offerings

Experience Preferred:

• Demonstrated project management skills a plus

Education Requirement:

• Bachelors Degree in Information Technology or Business Administration or related field or equivalent work experience required.

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.

ABOUT NICE CXone: NICE CXone makes it easy and affordable for organizations around the globe to provide exceptional customer experiences while meeting key business metrics. NICE CXone provides the world's #1 cloud customer experience platform, NICE CXone CXone™, combining best-in-class Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence on an Open Cloud Foundation. NICE CXone is a part of NICE (Nasdaq: NICE), the worldwide leading provider of both cloud and on-premises enterprise software solutions

NICE is committed to provide an environment based on equal opportunity for all qualified applicants and employees. It is the policy of NICE to afford equal employment opportunities to qualified individuals, regardless of age, race, color, creed, religion, citizenship, ancestry, national origin, sex, gender, pregnancy, mental or physical disability, marital status, veteran status, service in the Armed Forces, sexual or affectional orientation, atypical hereditary cellular or blood traits, genetic information, status as a victim of domestic or sexual violence, and/or any other status protected by any applicable federal, state and/or local statute or regulation.