Senior Customer Success Manager

NiCE, through its Cognigy AI-first CX platform, helps enterprises use Generative, Conversational, and Agentic AI to improve customer experiences and achieve measurable ROI. The Senior Customer Success Manager will guide enterprise customers through implementation and adoption, deliver business outcomes, manage retention and expansion strategies, and coordinate closely with sales and technical teams.

Responsibilities:

• Leverage your extensive experience with enterprise software solutions to guide customers in strategically utilizing Cognigy's technology, thereby enhancing the value of their investment through innovative AI use cases
• Expertly identify customer needs through structured discovery processes and ensure the timely coordination and implementation of solutions
• Provide authoritative assessments and advice on our solutions, engaging in detailed technical discussions to elucidate the impact and value of technical features
• A master in the art of high-level dialogue as you engage directly with enterprise executives, articulating the strategic business value of our solutions and influencing top-tier decision-makers to drive transformational change within their organizations
• Define and track customer success metrics, using data to inform strategies and report on the value delivered to the customer and the business
• Design and implement effective customer retention strategies, including regular executive business reviews and customized engagement plans to minimize churn
• Craft compelling sales proposals for products and services, strategically aligning them with customer goals and negotiating terms that benefit both the customer and our company
• Encourage and facilitate the development of customer advocates through case studies, testimonials, and referrals, contributing to the company's market reputation and growth
• Work in close synergy with sales and technical teams to drive customer loyalty and satisfaction, ensuring a cohesive approach to long-term customer success

Requirements:

• At least 5 years of experience in the software industry as a Customer Success Manager, with a proven track record of driving measurable business outcomes for customers, such as increased retention rates and product adoption
• CCaaS, AI or conversational AI a MUST
• A deep understanding of what constitutes strategic business value in the software industry, including familiarity with industry benchmarks and the ability to guide customers in setting and achieving ROI-driven objectives
• Exceptional communication skills, both written and oral, with the ability to articulate complex solutions clearly to customers
• Must be adept at building rapport and fostering collaborative relationships
• Empathetic to customer needs with the ability to employ a user-centric approach to ensure seamless customer experience
• An analytical and structured approach to problem-solving, with experience using CRM platforms, Customer Success tools and data analysis software to prioritize and track value-driving activities
• A robust understanding of business and IT processes, particularly SaaS models, with a keen eye for identifying opportunities for process optimization
• Motivated individual with a genuine interest in AI technology who is passionate about seeing AI used to generate business outcomes