At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.
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.
About NiCE
NICE Ltd. (NASDAQ: NICE) 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. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.
Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.
NiCE is proud to be an equal opportunity employer. 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.
Skills Required
- Bachelor's degree (BS) in Business Management or related field or equivalent work experience
- 8+ years customer account relationship management experience
- 5+ years enterprise account relationship management in presales or post-sales, including program, project, or implementation management
- Excellent communication and presentation skills with C-level and operations stakeholders
- Technical skill set with problem resolution in Contact Center, Telecommunications, LAN/WAN, Cloud-based software, and Security
- Subject matter expertise in two or more technical areas and deep knowledge of CX products/associated technologies
- Experience working in a matrix-reporting environment
- Ability to capture and create knowledgebase content and share best practices
- Self-motivated, able to prioritize and work under pressure to meet deadlines
- Ability to work customer core business hours with occasional extended hours and on-call after-hours as needed
- Risk identification and mitigation skills
- Ability to travel approximately 30% of the time
- Superior in-depth knowledge of CX products and associated technologies
- Global delivery, implementation and account management experience
- Experience supporting customer regulatory requirements such as HIPAA, PCI, SOX, FISMA
- Industry certifications (Lean Six Sigma, ITIL, PMP, TOGAF, Cisco, etc.)
NICE Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about NICE and has not been reviewed or approved by NICE.
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Healthcare Strength — Benefits are described as broad and comprehensive, spanning medical, dental, vision, life, disability, and mental-health support. Added programs like FSA options and fitness stipends contribute to a well-rounded health and wellness offering.
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Retirement Support — A 401(k) is part of the package, sometimes paired with match details that are described as typical to stronger depending on role and time period. Employee stock participation is also positioned as an additional long-term wealth-building component for eligible roles.
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Flexible Benefits — Flexible work arrangements are emphasized, including hybrid setups and remote options for some roles. Flex scheduling, paid holidays, and paid sick time add to the perceived flexibility of the overall rewards package.
NICE Insights
What We Do
NICE (Nasdaq: NICE) is the worldwide leading provider of both cloud and on-premises enterprise software solutions that empower organizations to make smarter decisions based on advanced analytics of structured and unstructured data. NICE helps organizations of all sizes deliver better customer service, ensure compliance, combat fraud and safeguard citizens. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, are using NICE solutions. www.nice.com.
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