Customer Success Manager

At NICE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

So, what’s the role all about?

As a Customer Success Manager (CSM) for Customer Engagement Analytics (CEA) solutions, you are responsible for driving data-driven customer outcomes for NICE’s analytics solutions, understanding each customer’s business objectives and aligning them with CEA’s solutions. The result should be high renewal rates, highly referenceable customers, and business growth.

You will build and maintain functional expertise in NICE’s Customer Engagement Analytics product and service offerings, engaging in best practices derived from the wide array of customer interaction and analytic solutions NICE offers and helping educate customers on using analytics to drive business outcomes. Using product knowledge and domain expertise, CSMs will help customers drive their analytics program through consistent execution, leveraging innovation and sustained ROI. CSMs will conduct targeted analytical initiatives as needed using NICE solutions and data to support their customer’s value realization. In other words, you will be expected to roll up your sleeves, dig into the data, and help make it actionable for the customer.

How will you make an impact?

The Customer Success Team is responsible for ensuring that our customers derive maximum value from our solutions. Individuals in the Customer Success Manager role are responsible for, but not limited to, the following tasks :

• Interacting with customers on a regular basis in phone or in person as their thought partner and lead influencer
• Building and maintaining functional expertise in NICE’s Customer Engagement Analytics product and service offerings
• Combining an understanding of our customer’s business needs with a strong sense of intellectual curiosity to identify new opportunities to drive value with NICE’s CEA solutions
• Providing overall program leadership for our customer facing team
• Tracking improvements against customer-specific business cases
• Occasional ad-hoc analyses to advance a customer outcome and support value realization
• Collaborating with cross-functional teams across disciplines such as Sales, Product Delivery, Business Intelligence, Success Enablement and Training
• Ensuring overall customer satisfaction

You will receive initial training followed by department on-boarding, as well as ongoing coaching and on-the-job training.

Have you got what it takes?

You will have an advantage if you also have :

What’s in it for you?

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!

Enjoy NICE-FLEX!

At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility : 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Requisition ID :   4710

Reporting into : Director, Product Customer Success, CEA

Role Type : Individual Contributor

LI-Hybrid