Customer Success Manager
Company: NICE
Location: Hoboken
Posted on: October 25, 2024
Job Description:
At NICE, we don't limit our challenges. We challenge our limits.
Always. We're ambitious. We're game changers. And we play to win.
We set the highest standards and execute beyond them. And if you're
like us, we can offer you the ultimate career opportunity that will
light a fire within you.So, what's the role all about?The Customer
Success Manager is responsible to work closely with our cloud
customer base to ensure high customer satisfaction & enable product
adoption, to both preserve customer's reoccurring revenue, & create
loyal promoters driving additional business.Performance in the role
is measured by retention, growth of contract values, while ensuring
assigned cloud accounts become willing references for prospect
customers.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 a 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.
- Helping to identify & support internal teams to remove friction
in the customer experience.
- Engaging and communicating effectively with senior leaders both
internally and externally.
- 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.What's in it for you?Join an
ever-growing, market disrupting, global company where the teams -
comprised of the best of the best - work in a fast-paced,
collaborative, and creative environment! As the market leader,
every day at NICE is a chance to learn and grow, and there are
endless internal career opportunities across multiple roles,
disciplines, domains, and locations. If you are passionate,
innovative, and excited to constantly raise the bar, you may just
be our next NICEr!At NICE, we work according to the NICE-FLEX
hybrid model, which enables maximum flexibility: 2 days working
from the office and 3 days of remote work each week. Naturally,
office days focus on face-to-face meetings, where teamwork and
collaborative thinking generate innovation, new ideas, and a
vibrant, interactive atmosphere.Requisition ID: 5304Reporting into:
Director, Customer Success ManagementRole Type: Individual
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Keywords: NICE, Edison , Customer Success Manager, Executive , Hoboken, New Jersey
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