Customer Success Manager

🕒 July 1

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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NICE

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1991

☁️ SaaS

🤖 Artificial Intelligence

📡 Telecommunications

SaaS • Artificial Intelligence • Telecommunications

NICE is a leading provider of AI-powered customer service automation solutions, transforming contact centers into world-class customer experience centers. Their CXone Mpower platform offers end-to-end automation of customer service workflows, integrating human and AI agents to deliver efficient and personalized customer interactions. NICE's offerings include AI for customer experience, digital and self-service solutions, workforce engagement and management, and complete cloud-based contact center platforms. They are recognized as a leader in the Contact Center as a Service (CCaaS) industry, providing tools for increased operational efficiency, employee engagement, and enhanced customer satisfaction.

📋 Description

• Act as the single point of ownership for customer success across assigned accounts • Develop and maintain strong, productive relationships with customers, holding regular success reviews • Negotiating contract renewals and maintaining high revenue retention rates • Gain a deep understanding of each customer’s environment, identify success gaps and opportunities • Identifying expansion opportunities by understanding the customer’s business operations • Proactively manage customer health, risks, and escalations • Performing periodic Business Reviews • Acting as a strong customer advocate • Engaging and communicating effectively with senior leaders both internally and externally • Developing and presenting customized presentations to assigned clients

🎯 Requirements

• Strong background in Workforce Engagement, Quality Management and Contact Centers • 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 for a range of customer tiers, as well as communicating customer initiatives internally with Executive leadership • Demonstrated experience in a fast-paced environment and meeting customer time constraints • Experience working with Gainsight and Salesforce

🏖️ Benefits

• Health insurance • Flexible work arrangements • Professional development opportunities