Customer Success Advocate

Product Management | Richardson, TX, United States | AMERICAS

The primary goal of the Customer Success Advocate at NICE is to work closely with our Employee Engagement (EEM) customer base, create loyal promoters, retain & increase revenue by helping pursue expansion opportunities, and create valuable executive references from this customer base in order to help drive additional business from new customers.

 https://www.nice.com/optimizing-customer-engagements/Lists/Brochures/NICE%20EEM%20brochure.pdf


Responsibilities:

Responsibilities & Key Activities:

 

The role is Responsible for:

  • Managing the customer relationship throughout their lifecycle while advocating internally on their behalf, providing oversight and rallying the troops to meet customer commitments
  • Negotiating contract renewals and maintaining high revenue retention rates
  • Conduct client discovery, to understand the client’s business objectives, alongside industry trends and best practices, and how they connect to NICE solutions focused on process automation
  • Performing Business Reviews
  • Acting as a strong customer advocate, while maintaining business priorities
  • Helping to identify & support internal teams to remove friction in the customer experience
  • Engaging and communicating effectively with senior leaders both internally and externally
  • Generating & maintaining account dashboards
  • 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 NICE should develop to counter.
  • Develop and present customized presentations to assigned clients that both quantify and qualify product/service usage, realized benefits, achievements, opportunities and next steps.
  • Training customers on our solutions
  • Being a Subject matter expert in the field of Employee Engagement Managment

 

 

Key Activities include but are not limited to:

  • Onboarding new EEM customers to NICE:
    • Ensuring a successful Service to Support handover;
    • Understanding the new customer’s goals and objectives and how the objectives will be measured throughout their partnership with NICE;
    • Ensuring new customers feel supported and are confident and comfortable utilizing their new software.
  • Proactive Touch – building a long-term relationships with key decision makers at the customer through ongoing weekly communications with assigned accounts
  • Risk Management – proactively identifying risks of customer dissatisfaction, contract reduction or contract termination and developing and executing mitigation strategies as required
  • Value Realization Reviews: - Proactively monitoring customer usage of the software and tracking against customers goals & objectives as agreed in the onboarding process

 

Required Skills/Experience/Education:

Ideal Experience & Background:

  • Minimum 3+ years’ experience in a customer-facing, role such as Consultant, SaaS Implementation Coordinator, Product Manager, Solutions Engineer, or hands on Customer Success Manager
  • Bachelor’s degree or equivalent experience preferred
  • Experience in managing the business aspects of large Enterprise-level customers.
  • Demonstrated experience in a fast-paced environment and meeting customer time constraints.

 

 

Personal Attributes:

  • Persuasive, confident with excellent communication skills
  • Strong communication, written, and formal presentation/public speaking ability
  • Passionate and empathetic towards the customer experience
  • Self-motivated, pro-active, results-oriented professional with an ability to work with minimal direction
  • Diligent/detail oriented, very organized

 

 

Additional Information:
Location: Richardson, TX


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