Product Customer Success Manager

NICE Systems - Sandy, UT

Full-time - Mid Level

Sandy, UT

5,001-10,000 employees

Publishing Industries

About the position

The Product Customer Success Manager at NICE is responsible for building and maintaining long-term relationships with customers, ensuring they derive maximum value from NICE CXone technology products. This role involves guiding clients through the entire lifecycle of their relationship with NICE, from initial implementation to ongoing support and upselling opportunities. The manager acts as a trusted advisor, leveraging company resources to enhance customer interactions and drive product adoption.

Responsibilities

• Build long-term relationships with new and existing customers.
• Propose enhancements to products and services based on customer needs.
• Leverage company resources to improve customer interactions using NICE CXone technology.
• Ensure customer success and satisfaction to encourage expansions, upsells, and references.
• Engage with clients primarily via Teams and in-person meetings as necessary.
• Work independently and collaboratively with Digital AEs, Services, and Product Teams.
• Become familiar with customers' businesses and contact center operations.
• Update tailored Success Plans for customers regularly.
• Identify upsell and cross-sell opportunities within the customer base.
• Consult with clients on their use of CXone Expert and provide strategic direction.
• Maintain knowledge of competitive products and strategies.
• Develop and present customized presentations to clients on product usage and benefits.
• Collaborate with product management to relay client feedback for product enhancements.
• Partner with sales to deliver technical presentations and statements of work.
• Assist in smooth customer implementations and provide feedback post-implementation.

Requirements

• Bachelor's Degree in Business Administration or related field or equivalent work experience.
• 3+ years of experience in SaaS Customer Success or SaaS Account Management.
• Demonstrated experience in a fast-paced environment and meeting customer time constraints.
• Ability to work independently with little to no supervision.
• Competency in negotiating and upselling products and services.

Nice-to-haves

• Demonstrated project management skills.

Benefits

• Opportunities for career growth and development within a global company.
• Collaborative and creative work environment.
• Access to internal career opportunities across multiple roles and locations.