Vacancy expired!
Position at NICE
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. You will be responsible for 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. Customer Success Managers will build and maintain functional expertise NICE's Customer Engagement Analytics product and service offerings. They will also need to immerse themselves in best practices derived from the wide array of customer interaction and analytic solutions NICE offers and help 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. What you'll do: 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
- Build and maintain functional expertise NICE 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
- 4-10 years of work experience in Consulting, Service Operations, Business Process Improvement, Data-Driven Customer Experience or a related area
- Excellent verbal and written communication skills with the ability to convey complex ideas to non-technical parties
- Ability to build relationships and influence others
- Demonstrated analytical and problem-solving skills
- High knowledge bandwidth and intellectual curiosity
- Ability to operate with minimal guidance and structure in a fast-paced, client-focused environment
- Willingness to acquire skills and knowledge on one's own to meet the changing demands of the role
- Bachelor's degree from an accredited university or comparable work experience
- Experience working with customer contact centers or other customer service functions
- Experience in a role with direct senior client interaction
- MBA
- Leadership and management experience
Vacancy expired!