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.
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So, what’s the role all about?
The Director of Customer Success role combines multiple operational domains to ensure positive holistic post-sales customer experience. The role includes responsibility over customer success, implementation services, and customer support.
You will partner with our Enterprise customers to drive retention, renewals, and growth. You will also ensure our customers remain successful by realizing the full value of their investment.
This customer facing role is a managerial position with a significant scope requiring strong collaboration and influence across NICE – across geographies, functions, divisions, and organizational hierarchy.
How will you make an impact?
- Drive customer adoption through successful onboarding and utilization of NICE products & services.
- Develop milestones and ongoing state of the customer reviews to ensure that customers maximize their usage of the products & services.
- Identify and expand opportunities in collaboration with Customer Success, Support, Services, Sales, Development and Consulting.
- Serve as the customer advocate and provide feedback to relevant NICE teams.
- Identify renewal risks and collaborate with NICE teams to remediate and ensure ongoing renewals.
- Build accountability in each region for recurring business renewals including development and publication of measurements and performance indicators.
- Partner with NICE teams to align account activities with the customer's business case and strategy.
- Prepare and educate customers on new features and releases.
- Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers’ business needs.
- Increase customer’s lifetime value by identifying upselling and cross selling premium products and services.
Have you got what it takes?
- Minimum 8 years of experience in a customer-facing, role such as Customer Success Manager, Consultant, Solutions Engineer in the Cloud ecosystem.
- 3 to 5 years of experience supporting all stages of the Cloud deployment lifecycle from implementation, integration, and operations with a key focus on customer success and ultimately retention of the revenue stream.
- Broad knowledge of and experience in Cloud ecosystem and IT infrastructure elements.
- Strong communication (verbal and written) skills, listening, and presentation skills.
- Strong customer management skills including sales and account management.
- Experience problem solving customer issues (e.g., case tracking, issue identification, and triage and escalation protocols).
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: 6811.
Reporting into: VP, Services & Support, EMEA.
Role Type: Individual Contributor.
#LI-Hybrid
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.
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