Senior Customer Success Manager

nicesenior

En corto

▸Gestión avanzada de éxito del cliente para empresas de software con IA conversacional.
▸Días típicos: estrategia con ejecutivos, análisis de datos, ventas, retención y colaboración técnica.
▸Destacado: el rol es clave para expandir cuentas y convertir clientes en defensores de marca.

English required for communication with customers and teams

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¿Qué piden?

✓5+ años como Customer Success Manager en software.
✓Experiencia comprobada en retención, adopción y crecimiento de cuentas.
✓Conocimiento obligatorio en CCaaS, IA o IA conversacional.
✓Capacidad para hablar con ejecutivos y guiar decisiones estratégicas.
✓Habilidades analíticas y uso de CRM y herramientas de CS.
✓Disponibilidad para viajar hasta un 20% en EE.UU.

¿No cumplís todo? Es lo normal — tu dossier gratis te dice qué gaps tenés y cómo cubrirlos en la entrevista.

CognigyCRMCustomer Success toolsdata analysis softwareSaaS modelsCCaaSAIconversational AIexecutive business reviewssales proposals

¿A quién escribirle en nice?

Tu dossier gratis identifica a las personas que te entrevistarían — con su background, qué valoran y cómo escribirles para destacar antes de aplicar.

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you. So, what’s the role all about? The Senior Customer Success Manager is required to ensure Cognigy’s customers feel they are supported and guided through their journey with implementing Cognigy’s products and to ensure their expected outcomes are delivered with further expansion also achieved. The role serves the Director Customer Success to maintain a balanced portfolio across the CS team, and the wider company is served to streamline communication externally. How will you make an impact? • 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. Have you got what it takes? • 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. • Openness to travel up to 20% of the time within he USA • A robust understanding of business and IT processes, particularly SaaS models, with a keen e

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