Customer Success Manager, Premier, Actimize

NiCE is a market leader in financial crime, risk, and compliance solutions, and they are seeking a Customer Success Manager. This role involves managing the entire client relationship lifecycle, ensuring customer satisfaction, and identifying growth opportunities within the customer base.

Responsibilities:

• Process renewals on time, incl. pricing in accordance with contractual requirements
• Identify upsell and cross-sell opportunities within the customer base. Close the deal themselves on smaller transactions and engage the account executive on larger opportunities
• Ensure high levels of customer satisfaction by assisting customers with product usage and escalating issues when needed
• Become intimately familiar with the assigned account base and become the trusted advisor to the customer for better business outcomes
• 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 Actimize should develop to counter
• Maintain a working knowledge of all other Actimize products/services, competitive product lines, differentiators, and industry trends through self-education and Actimize's resources
• 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 Actimize product management to deliver feedback from clients to best facilitate ideas and drive innovation for future product enhancement and development
• Work with Actimize's Implementation 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 success via tracking of client retention and revenue growth
• Follow the company Code of Ethics and Actimize policies and procedures at all times
• Communicate in an effective and professional way with customers in and outside of Actimize