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About the Role
This role is for ambitious individuals who have mastered the fundamentals of customer success and are seeking greater challenges, complexity, and the opportunity to build a strong reputation. You will own a portfolio of accounts, acting as the trusted point of contact for customers and partners, ensuring their priorities and experiences remain central. This position is ideal for someone driven to grow their scope, refine their judgment, and handle difficult conversations.
Responsibilities
- Build a trusted reputation across your portfolio as the go-to person for customers and partners.
- Lead business reviews, manage escalations, and handle increasingly complex customer conversations.
- Develop strong relationships with senior stakeholders, evolving from a contact to a trusted advisor.
- Translate technical and program delivery information into customer-understandable value.
- Maintain curiosity about new technology and AI, learning and building credibility.
- Balance commercial acumen with customer advocacy, knowing when to be firm and when to be flexible.
- Identify risks and opportunities early, exercising judgment on when to resolve independently or seek assistance.
- Confidently manage renewal, growth, and expansion conversations with a commercial focus.
- Influence beyond your immediate responsibilities and help shape customer success approaches.
- Own and articulate customer success metrics, including usage, adoption, ROI, and future plans, to senior audiences.
- Travel to engage with customers and partners in person for key relationship-building moments.
Requirements
- A strong track record in customer success, account management, or a similar customer-facing role.
- A memorable personality that builds trust quickly and fosters positive working relationships.
- High ambition and a desire for challenging opportunities rather than comfortable roles.
- Comfort with technology and a strong desire to learn new tools and capabilities.
- Good commercial instincts with self-awareness to identify areas for improvement.
- A growing ability to operate independently and make sound judgments, with the maturity to seek support when needed.
- Strong written, verbal, and in-person communication skills.
- Experience managing multiple stakeholder relationships concurrently without compromising quality.
- A collaborative approach, comfortable involving specialists to achieve outcomes.
Skills
- Customer Success
- Account Management
- Relationship Building
- Communication (Written, Verbal, In-Person)
- Commercial Acumen
- Customer Advocacy
- Problem-Solving
- Stakeholder Management
- Collaboration
- Technology Adoption
- AI
- Program Delivery
- Governance
- Technical Execution
Location
- Remote
- Onsite
Work Type
- Full-time
- Hybrid
Experience Level
- Lead
- Senior
About the Company
- NICE Ltd. (NASDAQ: NICE) is a global company that provides software solutions used by over 25,000 businesses worldwide, including 85 of the Fortune 100.
- Their software helps businesses deliver exceptional customer experiences, combat financial crime, and ensure public safety.
- NICE software manages over 120 million customer interactions and monitors more than 3 billion financial transactions daily.
- The company is recognized as an innovation leader in AI, cloud, and digital technologies.
- NICE is consistently identified as the market leader in its sectors and employs over 8,500 people across more than 30 countries.
Equal Opportunity
- All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.