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Senior Customer Success Manager


This is a Full-time position in Atlanta, GA posted December 14, 2021.

Position at NICE
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 & 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%
Reports to Director, Customer Success
NICE Systems is an Equal Opportunity/Affirmative Action Employer, M/F/D/V.
NICE is committed to provide an environment based on equal opportunity for all qualified applicants and employees.

It is the policy of NICE to afford equal employment opportunities to qualified individuals, regardless of age, race, color, creed, religion, citizenship, ancestry, national origin, sex, gender, pregnancy, mental or physical disability, marital status, veteran status, service in the Armed Forces, sexual or affectional orientation, atypical hereditary cellular or blood traits, genetic information, status as a victim of domestic or sexual violence, and/or any other status protected by any applicable federal, state and/or local statute or regulation.