Role Overview
We are seeking a strategic and results-driven Director of Customer Success to lead our Technical Account Managers and Customer Success Managers, working in close liaison with Support to maximize customer value, ensure successful outcomes for our clients, and drive application adoption and customer consumption.
About Nice ltd.
NICE Ltd. software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety.
Key Responsibilities
- Implementing and refining a comprehensive Customer Success strategy that aligns with company objectives and enhances customer satisfaction
- Collaborating with customers to understand their operational goals, workflow processes and create tailored value realization plans that drive adoption and consumption of services
- Establishing and tracking key performance indicators (KPIs) to measure customer success and the impact of our solutions
- Leading and mentoring a team of Technical Account Managers and Customer Success Managers, fostering a culture of excellence and continuous improvement based in Atlanta, GA
- Building playbooks, SOPs, workflows and other tools to deliver Customer Success Services
Requirements & Eligibility
- Bachelor’s degree in Business, Management, or a related field; MBA preferred
- 10+ years of experience in customer success, value realization, or consulting roles within a SaaS environment, with demonstrated leadership experience
- Strong understanding of value metrics, ROI analysis, and customer business models
- Exceptional communication and presentation skills, with a proven ability to engage and influence stakeholders at all levels
- Analytical mindset with a knack for interpreting complex data and translating it into actionable insights
Required Skills & Tech
Customer SuccessSaaSROI AnalysisValue Metrics