Customer Success Manager

Company: NICE Actimize
Location: Hoboken
Posted on: June 25, 2022

Job Description:

The Customer Success Manager's involvement with the client will encompass the entire lifecycle of the relationship - beginning with the initial implementation and carry through to building a long-term relationship. Client interaction will be done both over the phone/ WebEx and face to face. The Customer Success Manager will be the business leader in an account and work in concert with our Technical Support team (primarily through Technical Account Managers, Technical Success Managers, and Technical Success Analysts. Together, these teams are responsible to ensure both customer longevity and systematic growth.
Financial Responsibility------ Ensure revenue growth of assigned accounts, renewals, and customer satisfaction--- Achieve bookings quota through add-on sales to current customers--- Partner with Sales Manager to uncover larger opportunities, particularly at the largest customersMajor Functions/Responsibility - Ensure renewals and customer satisfactionIdentify upsell and cross-sell opportunities within the customer base. Close the deal themselves on smaller transactions and engage the account executive on larger opportunities. - Become intimately familiar with the assigned account base and become the trusted advisor to the customer for better business outcomes. - Maintain a working knowledge of competitive product lines, especially as it relates to technical strengths and weaknesses of the competitor's products and what strategy Actimize should develop to counter. - Maintain a working knowledge of all other Actimize products/services, competitive product lines, differentiators and industry trends through self-education and Actimize's resources. - Develop and present customized presentations to assigned clients that both quantify and qualify product/service usage, realized benefits, achievements, opportunities and next steps. - Work directly with Actimize product management to deliver feedback from clients to best facilitate ideas and drive innovation for future product enhancement and development. - Work with Actimize's Implementation team to play a role in smooth customer implementations by providing on-site assistance as directed and provide appropriate feedback to the greater sales team post turn up. - Measure success via tracking of client retention and revenue growth. - Follow the company Code of Ethics and Actimize policies and procedures at all times. - Communicate in an effective and professional way with customers in and outside of Actimize. This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.
This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.Required Education, Experience, and Specific Job Related Skills
Education Requirement: - ---Bachelor's Degree in Information Technologies or Business Administration or related field or equivalent work experience required.
Experience Requirement: - --- 4+ years applicable experience in the CSM function. - Working technical knowledge of fighting financial crimes software/design/functionality. - Experience in managing the business aspects of large Enterprise-level customers - Demonstrated experience in a fast paced environment and meeting customer time constraints. - Demonstrated experience working independently with little to no daily supervision - Competency negotiating and upselling products and services offerings
Experience Preferred:------ Demonstrated sales proficiency, primarily to an installed base of customers

Keywords: NICE Actimize, Hoboken , Customer Success Manager, Executive , Hoboken, New Jersey