Product Customer Success Manager, CX

So, what’s the role all about?

The Customer Success Manager will be accountable for building long-term relationships with new and existing customers by being prescriptive, proposing enhancements to product and/or services and leveraging appropriate company resources to address how clients can better interact with their customers using NICE CXone technology products. The Product Customer Success Manager, through their relationship with each client, is responsible for making customers so successful, seeing so much value that they are interested in expansions, upsells, cross sells, being references and providing speaking engagements, case studies, etc.  

CXone Expert delivers world-class customer service to NICE CXone’s customers.  

• The Product Customer Success Manager’s involvement with the client will encompass the entire lifecycle of the relationship - beginning with the initial implementation and carry through to building a long-term relationship. Client interaction will be done primarily over via Teams, with face-to-face meetings as deemed necessary and/or appropriate. The Product Customer Success Manager will work both independently and in concert with the Digital AEs, Services, and Product Teams. Together, these teams are responsible for ensuring both customer longevity and systematic growth. 
   
  Major Functions/Responsibilities: 
• Become intimately familiar with a customer's business, knowledge practices and contact center to become the trusted advisor to the customer for all knowledge experiences. 
• Know the customers business, tech landscape and stakeholders.   
• Update the customer’s tailored Success Plan regularly. 
• Identify upsell and cross-sell opportunities within the customer base.  Engage the sales team in the close of the opportunity. 
• Consult with the client regarding their use of CXone Expert, providing white space analysis and direction for what they should do next to be more successful. 
• Maintain a working knowledge of competitive product lines, especially as it relates to technical strengths and weaknesses of the competitor's products and what strategy CXone should develop to counter. 
• Work with Nice CXone teams to identify opportunities for growth in the call center. Proactively and effectively identify customer needs. Perform technical benefits assessment for customers and gain detailed understanding of their environment. 
• Develop and present customized presentations to assigned clients that both quantify and qualify product/service usage, realized benefits, achievements, opportunities, and next steps. 
• Work directly with CXone product management to deliver feedback from clients to best facilitate ideas and drive innovation for future product enhancement and development. 
• Partner with sales team to prepare and deliver technical presentations and statements of work by matching specific client business requirements with effective technical solutions - with a focus on CXone's solutions. 
• Work with CXone Sales Support Team to play a role in smooth customer implementations by providing on-site assistance as directed and provide appropriate feedback to the greater sales team post turn up. 
• Measure progress/success via tracking of client retention and revenue growth. 
• Follow the company Code of Ethics and CXone policies and procedures at all times. 
• Communicate in an effective and professional way with customers in and outside of CXone. 

Experience Requirements: 

• 2+ years of experience in B2B SaaS Customer Success, Account Management, or Customer Service. 
• Demonstrated experience in a fast-paced environment and meeting customer time constraints 
• Demonstrated experience working independently with little to no daily supervision. 
• Competency negotiating and upselling product, service offerings and renewals. 
• Experience working with Salesforce or similar CRM tools

Experience Preferred: 

• Demonstrated project management skills a plus 

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required. 
This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment. 

 
ABOUT NICE CXone: NICE CXone makes it easy and affordable for organizations around the globe to provide exceptional customer experiences while meeting key business metrics. NICE CXone provides the world’s #1 cloud customer experience platform, NICE CXone CXone™, combining best-in-class Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence on an Open Cloud Foundation. NICE CXone is a part of NICE (Nasdaq: NICE), the worldwide leading provider of both cloud and on-premises enterprise software solutions