Senior Customer Success Manager - AI Solutions

About the Role

We are seeking a Senior Customer Success Manager to join our team at NiCE. This remote role is pivotal in ensuring our customers feel supported throughout their journey with Cognigy’s products. You will leverage your extensive experience in enterprise software solutions to enhance customer satisfaction and drive measurable business outcomes.

What You'll Do

• Guide customers in strategically utilizing Cognigy's technology, enhancing the value of their investment through innovative AI use cases.
• Identify customer needs through structured discovery processes and ensure 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.
• Engage directly with enterprise executives, articulating the strategic business value of our solutions and influencing top-tier decision-makers.
• 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, aligning them with customer goals and negotiating beneficial terms.
• Facilitate the development of customer advocates through case studies, testimonials, and referrals, contributing to the company's market reputation and growth.

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.
• Experience with CCaaS, AI, or conversational AI is a must.
• Exceptional communication skills, both written and oral, with the ability to articulate complex solutions clearly to customers.
• Empathetic to customer needs with a user-centric approach to ensure a seamless customer experience.
• Analytical and structured approach to problem-solving, with experience using CRM platforms and Customer Success tools.
• Openness to travel up to 20% of the time within the USA.
• A robust understanding of business and IT processes, particularly SaaS models.
• Alignment with our company’s values and culture, contributing positively to our work environment.

Nice to Have

• Experience in AI technology and a passion for driving business outcomes through AI.
• Proven ability to build rapport and foster collaborative relationships.

What We Offer

• Join a market-disrupting global company with endless internal career opportunities.
• Work in a fast-paced, collaborative, and creative environment.
• Continuous learning and growth opportunities.
• Competitive salary and benefits package.
• Flexible work arrangements, including remote work options.