Customer Success Manager – 4578715101 Position Available In Fulton, Georgia

At NICE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

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 and enable product adoption, to both preserve customer’s reoccurring revenue, and 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?

Managing the customer relationship throughout their lifecycle while advocating internally on their behalf, providing oversight and rallying the troops to meet customer commitmentsNegotiating contract renewals and maintaining high revenue retention ratesIdentifying expansion opportunities by having a deep understanding of the customer’s business operations and applying our solutions to provide business impactServing as strong customer advocate, capturing voice of customer in order to serve customer interest to best of ability and drive positive customer satisfactionPerforming periodic Business ReviewsActing as a strong customer advocate, while maintaining business prioritiesHelping to identify and support internal teams to remove friction in the customer experienceEngaging and communicating effectively with senior leaders both internally and externallyGenerating and maintaining account health dashboardsMaintain 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 counterDevelop and present customized presentations to assigned clients that both quantify and qualify product/service usage, realized benefits, achievements, opportunities and success plansKey Activities include but are not limited to:

Supporting assigned customers throughout their lifecycle post-saleEnsure successful onboarding of new cloud solutionFacilitating successful handover across Sales, Service and Support teamsEnsure successful relationships by understanding the customer’s goals and objectives and how the objectives will be measured and achieved throughout their partnership with NICEEnsuring new customers feel supported and are confident and comfortable utilizing their new softwareProactive Touch

• building long-term relationships with key decision makers at the customer through regular, proactive communication with assigned accountsRisk Management
• Track customer health and proactively identify risks of customer dissatisfaction, contract compression or termination, and developing and executing mitigation strategies as requiredValue Monitoring
• ensuring that any additional software usage is immediately identified and converted into an upsellSolution Adoption Reviews
• Proactively monitoring customer usage of the software and tracking against customers goals and objectives as agreed in the onboarding processHave you got what it takes?

Experience with Workforce Management Systems Preferred (deployed in larger Contact Centers for Forecasting and 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 ecosystemAbility to engage in technical dialogue with customers and internal audiences3 years working within hosted or Software as a Service business-modelBachelor’s degree or equivalent experience preferredExperience in managing the business aspects of large Enterprise-level customers, and communicating customer initiatives internally with Upper ManagementDe onstrated experience in a fast-paced environment and meeting customer time constraintsExperience working with Gainsight, Salesforce.com and ServiceNow would be a plusThis 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.

Requisition ID:

Reporting into:

Director, Customer SuccessRole Type:

Individual ContributorWhat’s in it for you?

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, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!

Enjoy

NICE-FLEX

!At NICE, we work according to the

NICE-FLEX

hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

About NICENICELtd. (

NASDAQ:

NICE)software products are used by 25,000 global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences,fight…Equal Opportunity Employer