VP, Customer Success – Services

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November 5

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NICE

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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.

5001 - 10000 employees

Founded 1991

☁️ SaaS

🤖 Artificial Intelligence

📡 Telecommunications

📋 Description

• Define and execute the regional vision for Customer Success and Services, aligned with global business priorities. • Drive innovation and transformation across engagement, delivery, and support models. • Implement scalable processes and frameworks to improve team efficiency and customer outcomes. • Monitor and enhance key performance indicators, including: Net Promoter Score (NPS), Customer Satisfaction (CSAT), Solution Adoption, Customer Retention, Referenceability, Time to Revenue, Revenue Growth. • Serve as an executive sponsor for customers in the region, acting as a trusted advisor to C-level stakeholders. • Champion customer needs internally to influence product development and service enhancements. • Partner with Sales, Product, Platform Operations and R&D teams to deliver seamless customer experiences and drive business outcomes. • Build, mentor, and inspire a high-performing, customer-centric organization. • Foster a culture of accountability, innovation, and continuous improvement. • Oversee renewal practices and ensure alignment with revenue growth targets.

🎯 Requirements

• Bachelor’s degree in Business, Finance, Technology or related field (or equivalent experience). • Master’s degree in Business, Finance, or related field- preferred. • 20+ years of experience in customer success, contact centers, or B2B technology. • 10+ years of experience leading large, high-performance teams. • Proven success managing relationships with Fortune 500 brands. • Strong understanding of customer success and services KPIs, with a track record of driving measurable improvements. • Ability to communicate complex software concepts to enterprise-level executives. • Highly preferred, Executive leadership experience in a SaaS company. • Familiarity with contact center technologies, CCaaS, premise-to-cloud migrations, or enterprise software support. • Ability to travel domestically

🏖️ Benefits

• NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.