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Customer Success Manager (CSM) / Senior Technical Account Manager

So, what's the role all about?

The Customer Success Manager (CSM) / Senior Technical Account Manager serves as the primary strategic advisor and advocate for a portfolio of enterprise customers. This role is responsible for driving customer outcomes, maximizing solution value, and building long-term executive relationships that support retention, growth, and customer success.

As a trusted partner, you'll work across Sales, Professional Services, Support, Product Management, Engineering, and Leadership teams to ensure successful solution adoption, resolve complex business and technical challenges, and identify opportunities to expand customer value. You'll combine strategic account leadership with technical expertise to help customers achieve their business goals while strengthening their partnership with NiCE.

How will you make an impact?

Customer Success & Strategic Leadership

• Serve as the trusted advisor and primary point of contact for assigned enterprise customers
• Develop relationships with executive, operational, and technical stakeholders
• Understand customer business objectives and align success strategies to measurable outcomes
• Lead Executive Business Reviews (EBRs), service reviews, and strategic planning sessions
• Proactively identify risks and drive mitigation plans to protect customer success, retention, and satisfaction
• Act as the voice of the customer across the organization

Account Management & Program Oversight

• Develop and execute customer success plans aligned to business goals
• Provide oversight across implementations, enhancements, support activities, and strategic initiatives
• Coordinate cross-functional resources to ensure customer priorities are delivered effectively
• Lead escalations and drive resolution of critical business and technical issues
• Ensure alignment between customer expectations, contractual commitments, and delivered outcomes

Technical Advisory & Operational Excellence

• Serve as a strategic technical advisor for complex customer environments
• Partner with Support, Services, Product, and Engineering teams to address technical challenges and drive resolutions
• Maintain expertise in contact center technologies, cloud platforms, telecommunications, networking, and security
• Review implementation plans, business requirements, statements of work, and key deliverables
• Drive adoption and operational best practices to maximize customer value

Growth & Value Realization

• Partner with Sales and Account Executives to identify expansion and cross-sell opportunities
• Promote adoption of additional NiCE solutions, services, training, and consulting offerings
• Help customers measure business value, ROI, and realized outcomes
• Support account planning, retention initiatives, and long-term growth strategies

Cross-Functional Leadership

• Collaborate across Sales, Services, Support, Product Management, Engineering, Finance, and Leadership teams
• Share best practices and contribute to customer success excellence across the organization
• Participate in process improvement initiatives that enhance customer experience and operational effectiveness
• Provide customer insights that influence product strategy, roadmap priorities, and service improvements

Have you got what it takes?

Required Experience

• Bachelor's degree in Business, Technology, or related field, or equivalent experience
• 10+ years of customer-facing experience in Customer Success, Technical Account Management, Professional Services, Consulting, Account Management, or related fields
• Experience managing enterprise customer relationships in complex technology environments
• Proven ability to build executive-level relationships and influence stakeholders across all organizational levels
• Experience leading customer escalations, risk management, and cross-functional coordination
• Strong program and stakeholder management capabilities
• Travel requested to support customer on site as needed

Technical Skills

• Strong understanding of enterprise software, cloud technologies, and complex customer environments
• Experience partnering with technical and business stakeholders to drive solution adoption and business outcomes
• Ability to translate technical concepts into business value for executive audiences

Competencies

• Executive presence and customer-first mindset
• Strong communication, relationship management, and influencing skills
• Ability to navigate complex organizations and drive alignment across multiple stakeholders
• Strategic thinker with strong problem-solving and business acumen
• Highly organized and effective in fast-paced, customer-centric environments

Preferred Qualifications

• Experience with contact centers, CX, telecommunications, cloud, networking, or security technologies
• Experience supporting global enterprise customers
• Familiarity with regulated industries and compliance frameworks such as HIPAA, PCI, SOX, or FISMA
• Experience with NiCE solutions including:
• IEX Workforce Management (WFM)
• Nexidia Interaction Analytics (NIA)
• Performance Management (NPM)
• NEVA / Advanced Process Automation (APA)
• Engage Recording and Quality Management

This role reports into the Customer Success organization and partners closely with Sales, Professional Services, Product Management, Support, and Engineering to drive exceptional customer outcomes.