Customer Success Manager Location: San Diego, CA Essential Functions:
Manage a portfolio of 40-50 smaller accounts, driving engagement, value and product adoption.
Develop strong customer relationships and serve in the role as a trusted partner and advocate.
Ensure customer satisfaction: addressing customer experience / product demands as they surface.
Partner with cross-functional teams (Product/Services) to drive account to implementation.
Develop and maintain long-term relationships from the C-Level down.
Identify opportunities to drive and increase revenue with existing accounts.
Educate and present MindTouch's additional products to customers.
Develop quarterly account reviews to communicate status of customer growth internally.
Research and become an expert in industry trends and information.
Maintain, update and create Salesforce administration records for accounts.
Requirements:
2+ years of Support / Account Management / Customer Success or related experience.
Proven track record of success with a verifiable history of exceeding sales and customer satisfaction goals.
Ability to interface with a variety of stakeholders ranging from timeline-driven project managers, sophisticated marketers, technical engineers, and strategic business partners.
Experience giving live demonstrations and creating presentation material.
Organized and detail oriented.
Driven by personal, team and company achievement with a commitment to excellence.
Possess that rare blend of technical expertise and sales acumen wrapped in a strong customer-centric mentality.
Strong analytical, problem-solving and dot-connecting skills with the ability to develop quick, accurate situational awareness.
Enterprise-ready, solution-oriented mindset to understand and solve complex customer issues.
Strong communication skills - written and verbal - with understanding of situational best practices.
Excellent presentation skills - from small to large audiences.
Experience deploying a sophisticated technical product with a variety of clients preferred.
SaaS/Cloud software experience preferred.
Support/Product industry knowledge preferred.
Physical Requirements:
Must be able to remain in stationary position 60% of time.
The person in this position needs to occasionally move about the inside the office to access cabinets, office machinery, etc.
Regularly operates a computer and other office productivity machinery; such as printer and copier.
Must be able to repetitively type on a computer keyboard during a work shift of 8 hours. The person in this position frequently communicates with fellow co-workers and customers about the CXone product and its processes.
Must be able to exchange accurate information in these situations.
ABOUT NICE CXone: NICE CXone makes it easy and affordable for organizations around the globe to provide exceptional customer experiences while meeting key business metrics. NICE CXone provides the world's #1 cloud customer experience platform, NICE CXone CXoneâ„¢, combining best-in-class Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence on an Open Cloud Foundation. NICE CXone is a part of NICE (Nasdaq: NICE), the worldwide leading provider of both cloud and on-premises enterprise software solutions.