Senior Customer Success Manager

So, what’s the role all about?

NiCE is seeking a Senior Customer Success Manager, VRS to join our VRS Public Safety team. As a member of the Value Realization Services team, you will be responsible for ensuring that customers fully realize the value of NICE’s cloud-based Evidencentral digital evidence management platform, by actively guiding them through the business process transformation associated with the technology adoption process, and regularly monitoring key metrics that demonstrate adoption and usage , while proactively identifying, prioritizing and addressing any potential roadblocks that impact successful adoption and usage.

NiCE’s Evidencentral platform features an ecosystem of integrated technologies that bring data together to give a single view of the truth, enabling public safety and justice agencies to do what they do better – whether it’s responding to incidents, investigating and building cases, or prosecuting crimes. With comprehensive digital transformation solutions that can be deployed across entire counties and states, NiCE also helps everyone work better together, so justice flows more smoothly, from incident to court.

How will you make an impact?

• Serving as the primary customer contact and advocate for the post-sales customer journey for identified accounts
• Building and executing an account specific relationship framework (executive sponsor, technical and operational leadership), inclusive of regularly scheduled status calls, quarterly business reviews, roadmap reviews and account planning sessions.
• Running regular, proactive meetings and other communications with each client. Keeps meticulous records, and is accountable for internal and external follow-through (leveraging resources and associated teams at NiCE)
• Accountable for driving customer adoption of Evidencentral as measured by consumption of services according to contracted amount, usage rates, and NPS/CSAT
• Driving customer adoption and consumption by educating customer on how to internally promote the use of Evidencentral, identifying and prioritizing critical use cases and applying critical features, driving expansion, then monitoring consumption usage
• Connecting the value realized by customers to the vision they embraced when NiCE solutions were selected through initial workshop/consulting engagements
• Leveraging internal subject matter experts to help customers optimize their investment, ensure program objectives are being met and measure the value of the solution to their organizations.
• Identifying blockers for adoption and consumption and finds solutions by collaborating with clients and cross-functional Public Safety and Justice teams.
• Syncing and collaborates with other Value Realization Services Managers to share and leverage insights across all customer accounts
• Actively farms existing account base to identify upsell and cross-sell opportunities.
• Providing valuable account information and insight to sales team to fuel the sales engine, and to help refine go-to-market approach, thus influencing both upsales and new sales.
• Leading the renewal and expansion of subscription services for assigned accounts, works with sales through NiCE’s admin process

Have you got what it takes?

• Bachelor’s degree required
• 5+ years’ experience in account/client relationship management
• User application training experience is desirable
• Operational process re-engineering experience is desirable
• Excellent organizational and multi-tasking skills, ability to remain calm under pressure and ‘think on one’s feet’
• Exceptional interpersonal, listening, written and verbal communication skills are a must.
• Exceptional presentation skills and ability to create organized and thoughtful presentations
• Ability to learn about technology solutions and be able to teach and inspire others on how to use the solution and get value from the solutions
• Ability to lead and motivate, develop clear and creative solutions and manage multiple initiatives simultaneously.
• Comfortable dealing with complex customer relationships, decision processes and competing agendas.
• Proven track record of successfully building and nurturing client relationships.
• Superior critical thinking, decision making and problem-solving skills.
• Ability to travel

What’s 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: 9304
Reporting into: Manager, Customer Success Management
Role Type: Individual Contributor