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NICE Customer Success Manager 
United States, Georgia, Atlanta 
560609730

25.06.2024

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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