Customer Success Manager at NICE Hoboken, NJ
NICE
About the role
About NICE
NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NICE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.
Known as an innovation powerhouse that excels in AI, cloud and digital, NICE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.
NICE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.
Role Overview
Customer Success Manager – Hoboken, NJ
The Customer Success Manager is responsible for working closely with our cloud customer base to ensure high customer satisfaction & enable product adoption, to both preserve customer's recurring 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.
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
- Maintaining 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
- Developing and presenting customized presentations to assigned clients that both quantify and qualify product/service usage, realized benefits, achievements, opportunities and success plans
Requirements
- Experience with Workforce Management Systems Preferred (deployed in larger Contact Centers for Forecasting & Scheduling)
- Minimum 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 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
Benefits & Work Model
- Join an ever‑growing, market‑disrupting, global company where the teams – comprised of the best of the best – work in a fast‑paced, collaborative, and creative environment
- As the market leader, every day at NICE is a chance to learn and grow, with endless internal career opportunities across multiple roles, disciplines, domains, and locations
- Enjoy NICE‑FLEX: a hybrid model that enables maximum flexibility – 2 days working from the office and 3 days of remote work each week. Office days focus on face‑to‑face meetings, teamwork, and collaborative thinking that generate innovation, new ideas, and a vibrant, interactive atmosphere
Additional Information
- Requisition ID: 4384
- Reporting into: Director, Customer Success Management
- Role Type: Individual Contributor
Requirements
- Minimum 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
- 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
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
- Maintaining 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
- Developing and presenting customized presentations to assigned clients that both quantify and qualify product/service usage, realized benefits, achievements, opportunities and success plans
Skills
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