Hybrid Customer Success Manager - Temp Customer Success Manager - Temp with verification

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?

We believe that a great customer experience starts with people. At Playvox by NICE, we are a customer-first organization. The Customer Success Manager is focused on securing healthy long-term adoption and relationships with an assigned portfolio of customers, as well as the ongoing growth and expansion of their accounts. This is a role for someone who is both forward-thinking, practical and has a passion for helping customers.

How will you make an impact?

• Manage a full account portfolio and relationships with customers to drive long-term adoption
• Serve as the primary point of contact and manage the customer communication by proactively engaging with customers: conducting status calls, communicating via email and chat, and conducting formal business reviews with cross-functional teams
• Cultivate a trusted advisor relationship with stakeholders and executive sponsors
• Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers’ business needs
• Maintain overall health of accounts to ensure account success and growth
• Manage customer onboarding for new customers
• Collaborate with the Sales to assist in implementation of new customers
• Collaborate with technical support to assist in triaging customer technical issues or product questions
• Identify opportunities and drive expansion within current accounts to continue to provide exceptional value to customers
• Conduct ongoing customer training
• Present product demonstrations
• Support customers and solve problems for specific and individualized use cases
• Strong understanding of the Playvox platform and similar SaaS solutions within the contact center industry
• Serve as the voice of the customer to drive improvement across all areas
• Forecast revenue and meet personal quarterly and annual goals
  
  

Have you got what it takes?

• Bachelor’s degree in a business-related or technical field
• 5+ years of B2B client-relationship management experience in software/technology, preferably in workforce management, quality assurance, and/or contact center industry
• An ideal candidate will live in the Western US; Mountain Time zone and Pacific Time zone are highly preferred due to certain work and customer demands for this position
  
  

You will have an advantage if you also have:

• Knowledge of customer success processes and best practices
• Ability to manage multiple priorities and tasks; proven strong organizational skills in a high-growth environment
• Ability to be a subject matter expert within the product and lead customer-facing conversations
• Ability to identify opportunities for growth and expansion and manage a sales cycle
• Excellent written and verbal communication skills
• Strong attention to detail, both written and verbal
• Fluency in Spanish or Portuguese is a plus
  
  

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 Playvox by 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: 5185

Reporting into: Senior Director, Customer Success

Role Type: Individual Contributor

About NICE

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.