NICE Manager Customer Success Management 

United States, Georgia, Atlanta 

616522465

The Manager, Customer Success Management role is a Player/Coach role responsible for both managing a small portfolio of accounts and leading a team of Customer Success Managers. This is an ideal opportunity for someone looking to step into people management while continuing to contribute directly to customer success.

Leadership, Coaching and Mentoring

• Provide hands on coaching and mentoring to team members on strategies and tactical plans to achieve customer advocacy and trusted advisor status.

• Encourage continuous learning within the team by providing tools and resources that allows the team to grow their skills.

• Coach the team to be long term oriented with customer and constantly looking for opportunities to build loyalty by demonstrating value and bringing resources to bear.

• Advise the assigned team on very specific customer strategies on building loyalty, leading with value, filling while spaces and demonstrating the full use of solutions and services.

• Conduct weekly one on ones with CSM team and contribute/lead weekly team meetings.

• Manage the day-to-day operations, goal setting, performance management, and growth of the team.

Customer Success Manager

• Serving as the primary customer contact and advocate for the post-sales customer journey for identified accounts

• Building and executing an account specific relationship framework (executive sponsor, technical and operational leadership), inclusive of regularly scheduled status calls, quarterly business reviews, roadmap reviews and account planning sessions.

• Running regular, proactive meetings and other communications with each client. Keeps meticulous records, and is accountable for internal and external follow-through (leveraging resources and associated teams at NiCE)

• Accountable for driving customer adoption of Evidencentral as measured by consumption of services according to contracted amount, usage rates, and NPS/CSAT

• Driving customer adoption and consumption by educating customer on how to internally promote the use of Evidencentral, identifying and prioritizing critical use cases and applying critical features, driving expansion, then monitoring consumption usage

• Connecting the value realized by customers to the vision they embraced when NiCE solutions were selected through initial workshop/consulting engagements

• Leveraging internal subject matter experts to help customers optimize their investment, ensure program objectives are being met and measure the value of the solution to their organizations.

• Identifying blockers for adoption and consumption and finds solutions by collaborating with clients and cross-functional Public Safety and Justice teams.

• Actively farms existing account base to identify upsell and cross-sell opportunities.

• Providing valuable account information and insight to sales team to fuel the sales engine, and to help refine go-to-market approach, thus influencing both upsales and new sales.

• Leading the renewal and expansion of subscription services for assigned accounts, works with sales through NiCE’s admin process

Have you got what it takes?

• Bachelor’s degree required

• 2+ years’ experience in account/client relationship management.

• 2-4 years of proven leadership experience, ideally in a team lead, supervisory, or management role, with a demonstrated ability to guide, develop, and support high-performing teams.

• User application training experience is desirable

• Operational process re-engineering experience is desirable

• Excellent organizational and multi-tasking skills, ability to remain calm under pressure and ‘think on one’s feet’

• Exceptional interpersonal, listening, written and verbal communication skills are a must.

• Exceptional presentation skills and ability to create organized and thoughtful presentations

• Ability to learn about technology solutions and be able to teach and inspire others on how to use the solution and get value from the solutions

• Ability to lead and motivate, develop clear and creative solutions and manage multiple initiatives simultaneously.

• Comfortable dealing with complex customer relationships, decision processes and competing agendas.

• Proven track record of successfully building and nurturing client relationships.

• Superior critical thinking, decision making and problem-solving skills.

• Ability to travel up to 25% within the US

Manager