NICE Director Customer Success 

United Kingdom, England, London 

435467647

You will partner with our Enterprise customers to drive retention, renewals, and growth. You will also ensure our customers remain successful by realizing the full value of their investment.

How will you make an impact?

• Drive customer adoption through successful onboarding and utilization of NICE products & services.
• Develop milestones and ongoing state of the customer reviews to ensure that customers maximize their usage of the products & services.
• Identify and expand opportunities in collaboration with Customer Success, Support, Services, Sales, Development and Consulting.
• Serve as the customer advocate and provide feedback to relevant NICE teams.
• Identify renewal risks and collaborate with NICE teams to remediate and ensure ongoing renewals.
• Build accountability in each region for recurring business renewals including development and publication of measurements and performance indicators.
• Partner with NICE teams to align account activities with the customer's business case and strategy.
• Prepare and educate customers on new features and releases.
• Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers’ business needs.
• Increase customer’s lifetime value by identifying upselling and cross selling premium products and services.

Have you got what it takes?

• Minimum 8 years of experience in a customer-facing, role such as Customer Success Manager, Consultant, Solutions Engineer in the Cloud ecosystem.
• 3 to 5 years of experience supporting all stages of the Cloud deployment lifecycle from implementation, integration, and operations with a key focus on customer success and ultimately retention of the revenue stream.
• Broad knowledge of and experience in Cloud ecosystem and IT infrastructure elements.
• Strong communication (verbal and written) skills, listening, and presentation skills.
• Strong customer management skills including sales and account management.
• Experience problem solving customer issues (e.g., case tracking, issue identification, and triage and escalation protocols).

Requisition ID: 6811.

Reporting into: VP, Services & Support, EMEA.

Role Type: Individual Contributor.