NiCE
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.
Role Overview The Customer Success Manager will be accountable for building long‑term relationships with new and existing customers by being prescriptive, proposing enhancements to product and/or services and leveraging appropriate company resources to address how clients can better interact with their customers using NICE CXone technology products. The Product Customer Success Manager, through their relationship with each client, is responsible for making customers so successful, seeing so much value that they are interested in expansions, upsells, cross‑sells, being references and providing speaking engagements, case studies, etc.
As a CXone Expert, you’ll deliver world‑class customer service to NICE CXone’s customers.
Major Functions / Responsibilities
Become intimately familiar with a customer's business, knowledge practices and contact center to become the trusted advisor for all knowledge experiences.
Know the customer's business, tech landscape and stakeholders.
Update the customer’s tailored Success Plan regularly.
Identify upsell and cross‑sell opportunities within the customer base. Engage the sales team in the close of the opportunity.
Consult with the client regarding their use of CXone Expert, providing white‑space analysis and direction for what they should do next to be more successful.
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 CXone should develop to counter.
Work with NICE CXone teams to identify opportunities for growth in the call center. Proactively and effectively identify customer needs. Perform technical benefits assessment for customers and gain detailed understanding of their environment.
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 CXone product management to deliver feedback from clients to best facilitate ideas and drive innovation for future product enhancement and development.
Partner with sales team to prepare and deliver technical presentations and statements of work by matching specific client business requirements with effective technical solutions – with a focus on CXone's solutions.
Work with CXone Sales Support 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 progress/success via tracking of client retention and revenue growth.
Follow the company Code of Ethics and CXone policies and procedures at all times.
Communicate in an effective and professional way with customers in and outside of CXone.
Experience Requirements
2+ years of experience in B2B SaaS Customer Success, Account Management, or Customer Service.
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 product, service offerings and renewals.
Experience working with Salesforce or similar CRM tools.
Experience Preferred
Demonstrated project management skills.
NOTE:
This job description is not intended to be all-inclusive; 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.
ABOUT NICE CXONE NICE CXone makes it easy and affordable for organizations around the globe to provide exceptional customer experiences while meeting key business metrics. NICE CXone provides the world’s #1 cloud customer experience platform, NICE CXone CXone™, combining best‑in‑class Omnichannel Routing, Workforce Optimization, Analytics, Automation, and Artificial Intelligence on an Open Cloud Foundation. NICE CXone is a part of NICE (Nasdaq: NICE), the worldwide leading provider of both cloud and on‑premises enterprise software solutions.
ABOUT NICO NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime, and ensure public safety. Every day, NICE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.
Known as an innovation powerhouse that excels in AI, cloud, and digital, NICE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.
NiCE is proud to be an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.
Seniority Level Mid‑Senior level
Employment Type Full‑time
Job Function Other
Industries Software Development
Location Atlanta, GA
Salary Range $128,600.00 – $193,000.00 per year
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Role Overview The Customer Success Manager will be accountable for building long‑term relationships with new and existing customers by being prescriptive, proposing enhancements to product and/or services and leveraging appropriate company resources to address how clients can better interact with their customers using NICE CXone technology products. The Product Customer Success Manager, through their relationship with each client, is responsible for making customers so successful, seeing so much value that they are interested in expansions, upsells, cross‑sells, being references and providing speaking engagements, case studies, etc.
As a CXone Expert, you’ll deliver world‑class customer service to NICE CXone’s customers.
Major Functions / Responsibilities
Become intimately familiar with a customer's business, knowledge practices and contact center to become the trusted advisor for all knowledge experiences.
Know the customer's business, tech landscape and stakeholders.
Update the customer’s tailored Success Plan regularly.
Identify upsell and cross‑sell opportunities within the customer base. Engage the sales team in the close of the opportunity.
Consult with the client regarding their use of CXone Expert, providing white‑space analysis and direction for what they should do next to be more successful.
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 CXone should develop to counter.
Work with NICE CXone teams to identify opportunities for growth in the call center. Proactively and effectively identify customer needs. Perform technical benefits assessment for customers and gain detailed understanding of their environment.
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 CXone product management to deliver feedback from clients to best facilitate ideas and drive innovation for future product enhancement and development.
Partner with sales team to prepare and deliver technical presentations and statements of work by matching specific client business requirements with effective technical solutions – with a focus on CXone's solutions.
Work with CXone Sales Support 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 progress/success via tracking of client retention and revenue growth.
Follow the company Code of Ethics and CXone policies and procedures at all times.
Communicate in an effective and professional way with customers in and outside of CXone.
Experience Requirements
2+ years of experience in B2B SaaS Customer Success, Account Management, or Customer Service.
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 product, service offerings and renewals.
Experience working with Salesforce or similar CRM tools.
Experience Preferred
Demonstrated project management skills.
NOTE:
This job description is not intended to be all-inclusive; 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.
ABOUT NICE CXONE NICE CXone makes it easy and affordable for organizations around the globe to provide exceptional customer experiences while meeting key business metrics. NICE CXone provides the world’s #1 cloud customer experience platform, NICE CXone CXone™, combining best‑in‑class Omnichannel Routing, Workforce Optimization, Analytics, Automation, and Artificial Intelligence on an Open Cloud Foundation. NICE CXone is a part of NICE (Nasdaq: NICE), the worldwide leading provider of both cloud and on‑premises enterprise software solutions.
ABOUT NICO NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime, and ensure public safety. Every day, NICE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.
Known as an innovation powerhouse that excels in AI, cloud, and digital, NICE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.
NiCE is proud to be an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.
Seniority Level Mid‑Senior level
Employment Type Full‑time
Job Function Other
Industries Software Development
Location Atlanta, GA
Salary Range $128,600.00 – $193,000.00 per year
#J-18808-Ljbffr