NICE Customer Success Manager 

United States, Texas, Richardson 

389679786

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 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

Have you got what it takes?

• 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

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