Director, Customer Success

🕒 Setembro 30

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🔴 Especialista

🏆 Sucesso do Cliente

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NICE

SiteLinkedInTodas as Vagas

5001 - 10000 funcionários

Fundada em 1991

☁️ SaaS

🤖 Inteligência Artificial

📡 Telecomunicações

SaaS • Artificial Intelligence • Telecommunications

NICE é uma fornecedora líder de soluções de automação de atendimento ao cliente impulsionadas por IA, transformando contact centers em centros de experiência do cliente de classe mundial. Sua plataforma CXone Mpower oferece automação ponta a ponta dos fluxos de trabalho de atendimento, integrando agentes humanos e de IA para entregar interações eficientes e personalizadas. As ofertas da NICE incluem IA para experiência do cliente (CX), soluções digitais e de autoatendimento, engajamento e gestão da força de trabalho, e plataformas completas de contact center em nuvem. A empresa é reconhecida como líder no setor de Contact Center as a Service (CCaaS), fornecendo ferramentas para aumentar a eficiência operacional, impulsionar o engajamento dos colaboradores e elevar a satisfação dos clientes.

Descrição

• Lead strategic account engagement across a portfolio of top-tier enterprise clients • Deliver measurable value, accelerate adoption of NiCE’s cloud-native, AI-powered platform, and drive long-term customer success and growth • Act as a trusted advisor to C-level stakeholders and align platform capabilities with customer business goals • Build enduring relationships with senior client executives • Champion the post-sale customer lifecycle, including onboarding, adoption, optimization, and renewal • Conduct Executive Business Reviews and establish measurable success plans tied to business outcomes • Maintain customer satisfaction and loyalty through proactive engagement and fast issue resolution • Manage strategic accounts representing 10M+ in ARR • Drive Net Revenue Retention growth through upsell, cross-sell, and renewal strategies • Partner with Sales, Professional Services, Value Realization Services, and Product teams to identify account growth opportunities • Lead customer transformation initiatives involving Co-Pilot, Auto Summary, virtual agents, bots, and IVR automation • Educate and consult customers on products, AI, advanced analytics, and platform adoption • Align platform usage with customer KPIs such as call deflection and agent efficiency • Develop and execute strategic account plans with the Account Director / Executive • Lead matrixed internal teams, including TAMs, DSEs, SMEs, and COE • Escalate, resolve, and communicate client risks, blockers, and feedback to NiCE stakeholders • Monitor industry, customer experience, contact center transformation, and AI trends • Serve as the voice of the customer to inform product innovation • Improve Customer NPS, increase Net Revenue Retention, and drive AI and feature adoption

🎯 Requisitos

• Bachelor’s degree in Business, IT, or a related field required • MBA preferred • 10+ years of experience in Customer Success, Account Management, or Professional Services within SaaS or CCaaS • 5+ years of experience with NiCE CXone or comparable platforms such as Genesys, Five9, or Talkdesk • Proven success managing large, strategic enterprise clients with global footprints • Expertise in contact center operations, cloud migration, and AI/automation adoption • Strong understanding of NiCE CXone architecture, including ACD, WFO, WEM, Enlighten AI, Analytics, and integration frameworks • Excellent stakeholder management, communication, and presentation skills; comfortable engaging with C-suite • Analytical thinking and experience using Salesforce, reporting dashboards, and strategic planning frameworks • Ability to lead through influence in matrixed environments and manage multiple competing priorities • Ability to travel up to 25%

🏖️ Benefícios

• Fast-paced, collaborative, and creative work environment • Endless internal career opportunities across multiple roles, disciplines, domains, and locations • Opportunities to learn and grow • Equal opportunity employment

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