NiCE · 1 month ago
Senior Customer Success Manager
Atlanta Metro
Full-time
Hybrid
Senior Level
5+ years expNiCE is a market leader in digital evidence management solutions, and they are seeking a Senior Customer Success Manager to join their VRS Public Safety team. The role involves ensuring customers realize the value of the Evidencentral platform by guiding them through technology adoption and addressing any roadblocks to successful usage.
Enterprise SoftwareInformation TechnologyRobotic Process Automation (RPA)SecuritySoftware
Hiring Manager
Ryan Linn
Responsibilities
Serving as the primary customer contact and advocate for the post-sales customer journey for identified accounts
Building and executing an account specific relationship framework (executive sponsor, technical and operational leadership), inclusive of regularly scheduled status calls, quarterly business reviews, roadmap reviews and account planning sessions
Running regular, proactive meetings and other communications with each client. Keeps meticulous records, and is accountable for internal and external follow-through (leveraging resources and associated teams at NiCE)
Accountable for driving customer adoption of Evidencentral as measured by consumption of services according to contracted amount, usage rates, and NPS/CSAT
Driving customer adoption and consumption by educating customer on how to internally promote the use of Evidencentral, identifying and prioritizing critical use cases and applying critical features, driving expansion, then monitoring consumption usage
Connecting the value realized by customers to the vision they embraced when NiCE solutions were selected through initial workshop/consulting engagements
Leveraging internal subject matter experts to help customers optimize their investment, ensure program objectives are being met and measure the value of the solution to their organizations
Identifying blockers for adoption and consumption and finds solutions by collaborating with clients and cross-functional Public Safety and Justice teams
Syncing and collaborates with other Value Realization Services Managers to share and leverage insights across all customer accounts
Actively farms existing account base to identify upsell and cross-sell opportunities
Providing valuable account information and insight to sales team to fuel the sales engine, and to help refine go-to-market approach, thus influencing both upsales and new sales
Leading the renewal and expansion of subscription services for assigned accounts, works with sales through NiCE’s admin process
Qualification
Required
Bachelor's degree required
5+ years' experience in account/client relationship management
Excellent organizational and multi-tasking skills, ability to remain calm under pressure and ‘think on one's feet'
Exceptional interpersonal, listening, written and verbal communication skills are a must
Exceptional presentation skills and ability to create organized and thoughtful presentations
Ability to learn about technology solutions and be able to teach and inspire others on how to use the solution and get value from the solutions
Ability to lead and motivate, develop clear and creative solutions and manage multiple initiatives simultaneously
Comfortable dealing with complex customer relationships, decision processes and competing agendas
Proven track record of successfully building and nurturing client relationships
Superior critical thinking, decision making and problem-solving skills
Ability to travel
Preferred
User application training experience is desirable
Operational process re-engineering experience is desirable
Benefits
NiCE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week.
Company
NiCE
NiCE is transforming the world with AI that puts people first.
5001-10000 employees
H1B Sponsorship
NiCE has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (5)
2024 (14)
2023 (8)
2022 (8)
2021 (11)
2020 (10)
Funding
Current Stage
Public CompanyTotal Funding
unknown1996-02-02IPO
Leadership Team
D
David Gustafson
VP, GM of Platform
Matt Reading
VP, Customer Succes
Recent News
Crunchbase News
2025-10-08
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2025-09-12
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