Senior Customer Success Manager

🔥 3 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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

• Ensure Cognigy customers are supported and guided throughout their implementation journey • Ensure customers achieve expected outcomes and facilitate further expansion • Maintain a balanced customer portfolio across the Customer Success team • Streamline external communication across the wider company • Guide enterprise customers in strategically using Cognigy technology and innovative AI use cases • Identify customer needs through structured discovery processes • Coordinate and implement solutions in a timely manner • Provide assessments and advice on solutions through detailed technical discussions • Engage enterprise executives and articulate the strategic business value of solutions • Define and track customer success metrics • Report on value delivered to customers and the business • Design and implement customer retention strategies, executive business reviews, and customized engagement plans • Create sales proposals aligned with customer goals and negotiate terms • Develop customer advocates through case studies, testimonials, and referrals • Collaborate with sales and technical teams to drive customer loyalty and satisfaction

🎯 Requirements

• At least 5 years of experience in the software industry as a Customer Success Manager • Proven track record of driving measurable business outcomes for customers, such as increased retention rates and product adoption • CCaaS, AI or conversational AI a MUST • Deep understanding of strategic business value in the software industry, including industry benchmarks and ROI-driven objectives • Exceptional written and oral communication skills • Ability to articulate complex solutions clearly to customers • Ability to build rapport and foster collaborative relationships • Empathetic, user-centric approach to customer experience • Analytical and structured problem-solving approach • Experience using CRM platforms, Customer Success tools and data analysis software • Openness to travel up to 20% of the time within the USA • Robust understanding of business and IT processes, particularly SaaS models • Ability to identify opportunities for process optimization • Alignment with the company’s values and culture • Genuine interest in AI technology and passion for using AI to generate business outcomes

🏖️ Benefits

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