NICE
CustomerSuccessManager
Neural analysis suggests this role is
optimal for Mid candidates.
“Customer Success Manager at NICE. Skills: Customer Success Management, AI Technology, Enterprise Software. Guide customers in strategically utilizing Cognigy's technology. Identify customer needs through discovery processes”
What You'll Achieve.
Ensure expected outcomes are delivered; Achieve further expansion; Enhance the value of customer investment; Drive transformational change; Minimize churn; Drive customer loyalty and satisfaction
Industry & Context.
Analytical and structured approach to problem-solving
Travel up to 20% of the time within he USA
What They're Looking For.
Must Have
At least 5 years of experience in the software industry as a Customer Success Manager, CCaaS, AI or conversational AI a MUST, Exceptional communication skills, both written and oral, Must be adept at building rapport and fostering collaborative relationships, Empathetic to customer needs, An analytical and structured approach to problem-solving, Openness to travel up to 20% of the time within he USA, A robust understanding of business and IT processes, particularly SaaS models, A personal alignment with our company’s values and culture
Nice to Have
Proven track record of driving measurable business outcomes for customers, such as increased retention rates and product adoption, A deep understanding of what constitutes strategic business value in the software industry, including familiarity with industry benchmarks and the ability to guide customers in setting and achieving ROI-driven objectives, Experience using CRM platforms, Customer Success tools and data analysis software to prioritize and track value-driving activities, A keen eye for identifying opportunities for process optimization, Motivated individual with a genuine interest in AI technology who is passionate about seeing AI used to generate business outcomes
What You'll Do.
Guide customers in strategically utilizing Cognigy's technology
Identify customer needs through discovery processes
Coordinate and implement solutions
Provide assessments and advice on solutions
Engage in technical discussions
Define and track customer success metrics
Implement customer retention strategies
Craft sales proposals for products
Encourage development of customer advocates
Work in synergy with sales teams
How You'll Work.
Team & Collaboration
Work in close synergy with sales and technical teams; Streamline communication externally
Communication Scope
Exceptional communication skills; Articulate complex solutions clearly; High-level dialogue
Full Job Description
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? The Customer Success Manager is required to ensure Cognigy’s customers feel they are supported and guided through their journey with implementing Cognigy’s products and to ensure their expected outcomes are delivered with further expansion also achieved. The role serves the Director Customer Success to maintain a balanced portfolio across the CS team, and the wider company is served to streamline communication externally. How will you make an impact? Leverage your extensive experience with enterprise software solutions to guide customers in strategically utilizing Cognigy's technology, thereby enhancing the value of their investment through innovative AI use cases. Expertly identify customer needs through structured discovery processes and ensure the timely coordination and implementation of solutions. Provide authoritative assessments and advice on our solutions, engaging in detailed technical discussions to elucidate the impact and value of technical features. A master in the art of high-level dialogue as you engage directly with enterprise executives, articulating the strategic business value of our solutions and influencing top-tier decision-makers to drive transformational change within their organizations. Define and track customer success metrics, using data to inform strategies and report on the value delivered to the customer and the business. Design and implement effective customer retention strategies, including regular executive business reviews and customized engagement plans to minimize churn. Craft compelling sales proposals for products and services, strategically aligning them with customer goals and negotiating terms that benefit b
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