Senior Customer Success Manager

Position: Senior Customer Success Manager
NICE Actimize is comprised of talented, creative and dedicated individuals with a passion for delivering innovative solutions to the market. At NICE Actimize, we recognize that every employee’s contributions are integral to our company’s growth and success. To find and acquire the best and brightest talent around the globe, we offer a challenging work environment, competitive compensation and benefits, and rewarding career opportunities. Come share, grow and learn with us – you’ll be challenged, you’ll have fun and you’ll be part of a fast growing, highly respected organization.
NICE Actimize is currently seeking an experienced, action-oriented, high energy Senior Customer Success Manager to manage the post-sales relationship for assigned strategic accounts, for the purpose of building customer loyalty and satisfaction, consistent with revenue retention and growth objectives.
Responsibilities
Responsible for managing the post-sales relationship for strategically significant accounts. Serves as the primary client contact and advocate for day to day and escalated issues and requests.

Develops deep familiarity with assigned accounts and become the trusted advisor to the customer to deliver successful business outcomes.

Establishes and maintains customer satisfaction across named accounts through account planning, proactive client communications, issue remediation and containment, and performance measurement.

Secures customer renewal and expansion opportunities in partnership with the Sales team, as applicable.

Actively farms existing account base to identify new solutions or services opportunities. Provides valuable account information and insight to support the sales/renewals process.
Builds and executes an account specific relationship framework, inclusive of regularly scheduled status calls, quarterly business reviews, account documentation, reference management and account planning sessions.
Leverages internal subject matter experts to help customers optimize their investment, ensure program objectives are being met and measure the value of the solution to their organizations.
Coordinates activities and provides leadership on directions of key projects, initiatives and issues across internal business units.
Conducts regular briefings on account status to senior management and other internal stakeholders.
Experience We're Looking For
6+ years’ experience in account/client relationship management or customer success role supporting Fortune 500 companies.
Project Management experience with excellent organizational skills.

Ability to tailor message formats and contents to the audience and be heard.
Exceptional interpersonal, listening, written and verbal communication skills are a must.
Ability to lead and motivate, develop clear and creative solutions to complex problems and manage multiple initiatives simultaneously.
Comfortable dealing with complex customer relationships, decision processes and competing agendas.
Proven track record of successfully building and nurturing multi-level client relationships.
Superior critical thinking, decision making and problem-solving skills.

Strong working knowledge of brokerage, banking and financial services industry in general.
Familiarity with Financial Crime (fraud, anti-money laundering, etc.) and Compliance/Risk Management
Experience with complex software sales lifecycles.

Bachelor’s degree, ability to travel up to 50%