Customer Success Manager - Western US

August 14

Apply Now

Receive Emails with Similar Jobs

NICE

WebsiteLinkedInAll Job Openings

Make experiences flow.

Big data capture and analysis • Multi-channel interactions Recording • Financial crime solutions • Customer experience management solutions • Security and public safety solutions

5001 - 10000

Description

• 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

Requirements

• 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 • 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

Benefits

• Endless internal career opportunities across multiple roles, disciplines, domains, and locations • Fast-paced, collaborative, and creative environment