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Customer Success Manager

Company: NICE Systems
Location: Hoboken
Posted on: May 3, 2021

Job Description:

The primary goal of the Senior Customer Success Manager at NICE is to work closely with our cloud customer base to ensure high customer satisfaction & enable product adoption, to both preserve customer's reoccurring revenue, & create loyal promoters driving additional business.

Performance in the role is measured by retention, growth of contract values, while ensuring assigned cloud accounts become willing references for prospect customers.

Responsibilities:

Responsibilities & Key Activities:

The role is Responsible for:

  • Managing the customer relationship throughout their lifecycle while advocating internally on their behalf, providing oversight and rallying the troops to meet customer commitments
  • Negotiating contract renewals and maintaining high revenue retention rates
  • Identifying expansion opportunities by having a deep understanding of the customer's business operations and applying our solutions to provide business impact
  • Performing periodic Business Reviews
  • Acting as a strong customer advocate, while maintaining business priorities
  • Helping to identify & support internal teams to remove friction in the customer experience
  • Engaging and communicating effectively with senior leaders both internally and externally
  • Generating & maintaining account health dashboards
  • 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 NICE should develop to counter
  • Develop and present customized presentations to assigned clients that both quantify and qualify product/service usage, realized benefits, achievements, opportunities and success plans

Key Activities include but are not limited to:

  • Supporting assigned customers throughout their lifecycle post-sale
  • Ensure successful onboarding of new cloud solution
  • Facilitating successful handover across Sales, Service & Support teams
  • Ensure Value Realization by understanding the customer's goals and objectives and how the objectives will be measured throughout their partnership with NICE
  • Ensuring new customers feel supported and are confident and comfortable utilizing their new software

  • Proactive Touch - building long-term relationships with key decision makers at the customer through regular, proactive communication with assigned accounts
  • Risk Management - Track customer health and proactively identify risks of customer dissatisfaction, contract compression or termination, and developing and executing mitigation strategies as required
  • Value Monitoring - ensuring that any additional software usage is immediately identified and converted into an upsell
  • Value Realization Reviews: - Proactively monitoring customer usage of the software and tracking against customers goals & objectives as agreed in the onboarding process

Required Skills/Experience/Education:

Ideal Experience & Background:

  • Some Experience with Workforce Management Systems Preferred (Deployed in larger Contact Centers for Forecasting & Scheduling)
  • Minimum 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 Dialogues with assigned accounts
  • 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 of large Enterprise-level customers, and communicating customer initiatives internally with Upper Management
  • Demonstrated experience in a fast-paced environment and meeting customer time constraints

Personal Attributes:

  • Persuasive, confident with excellent negotiation skills
  • Prior experience in solutions selling, and account development
  • Strong communication, written, and formal presentation/public speaking ability
  • Passionate and empathetic towards the customer experience
  • Self-motivated, pro-active, results-oriented professional with an ability to work with minimal direction
  • Diligent/detail oriented & organized
  • Able to travel 25%

Reporting:

Reports to Director, Customer Success

NICE Systems is an Equal Opportunity/Affirmative Action Employer, M/F/D/V.

Keywords: NICE Systems, Hoboken , Customer Success Manager, Other , Hoboken, New Jersey

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