Customer Success Manager
- NICE
- 8 - 10 years
- Pune
- 5 months ago
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Job Description
So, whats the role all about?
The Customer Success Manager (CSM) role is pivotal in driving customer engagement, enhancing value, and ensuring satisfaction throughout the customer lifecycle, thereby enabling customers to achieve greater success with the companys products and services. As long-term customer retention is a natural outcome of customer success, this role will also be responsible for proactively driving the end-to-end renewal process.
How will you make an impact?
- Serve as the voice of the customer internally, managing post-sales relationships for assigned accounts.
- Develop and execute account-specific frameworks including governance, periodic business reviews, and internal stakeholder briefings.
- Collaborate with internal teams to maintain comprehensive account and client profiles, enabling timely decisions impacting clients and Actimize.
- Identify blockers for success and find solutions by collaborating with clients and Actimize teams.
- Utilize internal experts to optimize customer investment, measure solution value, and drive value adoption.
- Be accountable for timely contract renewals, managing all client engagement, commercial, and operational aspects, and ensuring business retention and service continuity for our clients.
- Provide account information and insight to support the sales team in driving new sales.
- Coordinate activities and provide leadership for key client initiatives across Actimize teams.
- Drive the Customer Satisfaction Survey process, inclusive of follow-ups, and close the feedback loop internally as well as with clients.
- Manage sales and industry requests for references and case studies.
- Orchestrate responses to assessment/information requests/enquiries from clients.
Have you got what it takes?
- Minimum BS or BA degree, preferably in business, finance, or computer science.
- 3+ years of experience in software services delivery or account management.
- Project/Program/Delivery management experience with a technical background will be an added advantage.
- Experience with a SaaS provider/Product firm, preferably in AML/Fraud domain.
- Solution-oriented with a growth mindset and a strong sense of ownership.
- Excellent communication skills, critical thinking and adapting messaging effectively for stakeholders at all levels.
- Skilled in building positive relationships with internal teams and clients, demonstrating situational awareness and a proven track record of achieving results.
Whats 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 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: 8122
Reporting into: Director
Role Type: Individual Contributor
Job Classification
Industry: Software ProductFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer SuccessRole: Customer Success ManagerEmployement Type: Full timeContact Details:
Company: NICELocation(s): Pune
Keyskills: delivery aml client engagement customer engagement project investment program customer retention renewals account management software services customer satisfaction management delivery management saas fraud leadership csm retention reporting communication skills
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