NICE Product Customer Success Manager 

United States, Georgia, Atlanta 

780804729

How will you make an impact?

• Become intimately familiar with a customer's business, knowledge practices and contact center to become the trusted advisor to the customer for all knowledge experiences.
• Know the customers business, tech landscape and stakeholders.
• Update the customer’s tailored Success Plan regularly.
• Identify upsell and cross-sell opportunities within the customer base. Engage the sales team in the close of the opportunity.
• Consult with the client regarding their use of CXone Expert, providing white space analysis and direction for what they should do next to be more successful.
• 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.
• Work with Nice CXone teams to identify opportunities for growth in the call center. 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.
• 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.

Have you got what it takes?

• Bachelors Degree in Business Administration or related field or equivalent work experience required.
• 3+ years applicable experience in SaaS Customer Success or SaaS Account Management.
• 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, service offerings and renewals.

You will have an advantage if you also have:

• Demonstrated project management skills a plus.