<div class="content-intro"><p>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.</p></div><p><strong>So, what’s the role all about?</strong></p><p><span class="TextRun SCXW248727185 BCX0" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW248727185 BCX0">As </span><span class="NormalTextRun SCXW248727185 BCX0">a Director</span><span class="NormalTextRun SCXW248727185 BCX0"> of Customer Success, you will lead strategic account engagement across a portfolio of </span><span class="NormalTextRun SCXW248727185 BCX0">top-tier </span><span class="NormalTextRun SCXW248727185 BCX0">enterprise clients. Your mission: </span><span class="NormalTextRun SCXW248727185 BCX0">deliver</span><span class="NormalTextRun SCXW248727185 BCX0"> measurable </span><span class="NormalTextRun SCXW248727185 BCX0">value, accelerate adoption of our cloud-native, AI powered platform and drive long-term customer success and growth. </span></span><span class="TextRun SCXW248727185 BCX0" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW248727185 BCX0">You’ll act as a trusted advisor to C-level stakeholders, aligning </span><span class="NormalTextRun SCXW248727185 BCX0">our innovative</span><span class="NormalTextRun SCXW248727185 BCX0"> capabilities to customer business goals while orchestrating cross-functional teams to deliver exceptional service</span><span class="NormalTextRun SCXW248727185 BCX0">, seamless </span><span class="NormalTextRun SCXW248727185 BCX0">delivery</span><span class="NormalTextRun SCXW248727185 BCX0"> and tangible results.</span></span><span class="EOP SCXW248727185 BCX0" data-ccp-props="{}"> </span></p><p><span class="EOP SCXW248727185 BCX0" data-ccp-props="{}"><strong>How will you make an impact?</strong></span></p><p><strong><span data-contrast="none"><span data-ccp-parastyle="heading 2">Customer Success & Relationship Leadership</span></span></strong><span data-ccp-props="{"134245418":true,"134245529":true,"335559738":200,"335559739":0}"> </span></p><p><span data-contrast="auto">- Build strong, enduring relationships with senior client executives, becoming a key strategic partner and advocate for the customer.</span> <br><span data-contrast="auto">- Champion the full post-sale customer lifecycle—onboarding, adoption, optimization, and renewal—focused on delivering value realization.</span> <br><span data-contrast="auto">- Conduct Executive Business Reviews (EBRs) and establish measurable success plans that directly tie platform usage to business outcomes.</span> <br><span data-contrast="auto">- Maintain high Customer Satisfaction and Loyalty (CSAT, NPS) through proactive engagement and fast issue resolution.</span><span data-ccp-props="{}"> </span></p><p><strong><span data-contrast="none"><span data-ccp-parastyle="heading 2">Growth, Expansion & Retention</span></span></strong><span data-ccp-props="{"134245418":true,"134245529":true,"335559738":200,"335559739":0}"> </span></p><p><span data-contrast="auto">- Manage a portfolio of strategic accounts representing 10M+ in ARR.</span> <br><span data-contrast="auto">- Drive Net Revenue Retention (NRR) growth through upsell, cross-sell, and renewal strategies.</span> <br><span data-contrast="auto">- Partner with Sales, Professional Services, Value Realization Services and Product teams to identify growth opportunities within your accounts.</span><span data-ccp-props="{}"> </span></p><p><strong><span data-contrast="none"><span data-ccp-parastyle="heading 2">AI</span><span data-ccp-parastyle="heading 2">, Automation</span><span data-ccp-parastyle="heading 2"> & Platform Adoption</span></span></strong><span data-ccp-props="{"134245418":true,"134245529":true,"335559738":200,"335559739":0}"> </span></p><p><span data-contrast="auto">- Lead customer transformation initiatives by driving adoption of AI features, such as Co-Pilot, Auto Summary, virtual agents, bots and IVR automation.</span> <br><span data-contrast="auto">- Educate and consult customers on how to leverage existing products and introduce innovations utilizing AI and advanced analytics.</span> <br><span data-contrast="auto">- Align platform usage with key customer KPIs including improved call deflection and enhanced agent efficiency, ensuring tangible value realization from every NiCE solution implemented.</span><span data-ccp-props="{}"> </span></p><p><strong><span data-contrast="none"><span data-ccp-parastyle="heading 2">Strategic </span><span data-ccp-parastyle="heading 2">Account </span><span data-ccp-parastyle="heading 2">Planning & Internal Leadership</span></span></strong><span data-ccp-props="{"134245418":true,"134245529":true,"335559738":200,"335559739":0}"> </span></p><p><span data-contrast="auto">- Develop and execute strategic account plans in partnership with the Account Director / Executive with clear goals, timelines, and success criteria. </span> <br><span data-contrast="auto">- Lead matrixed internal teams (TAMs, DSEs, SMEs, COE, etc) to deliver world-class service and value realization.</span> <br><span data-contrast="auto">- Escalate, resolve, and communicate client risks, blockers, and feedback to relevant NICE stakeholders.</span> <br><span data-contrast="auto">- Stay current with industry and CX trends, Contact Center Transformation and AI and serve as a strategic voice of the customer to inform product innovation.</span><span data-ccp-props="{}"> </span></p><p><strong><span data-contrast="none"><span data-ccp-parastyle="heading 1">Key Performance Indicators (KPIs):</span></span></strong><span data-ccp-props="{"134245418":true,"134245529":true,"335559738":480,"335559739":0}"> </span></p><p><span data-contrast="auto">- Customer NPS: Improve Net Promoter Score through consistent, responsive client engagement and delivery excellence.</span> <br><span data-contrast="auto">- Net Revenue Retention (NRR): Increase account value through successful renewals and solution expansion.</span> <br><span data-contrast="auto">- AI & Feature Adoption: Drive usage and measurable business value through the use of automation, bots and AI tools.</span></p><p><span data-contrast="auto"><strong>Have you got what it takes?</strong></span></p><p><strong><span data-contrast="none"><span data-ccp-parastyle="heading 2">Education & Experience:</span></span></strong><span data-ccp-props="{"134245418":true,"134245529":true,"335559738":200,"335559739":0}"> </span></p><p><span data-contrast="auto">- Bachelor’s degree in Business, IT, or a related field required; MBA preferred.</span> <br><span data-contrast="auto">- 10+ years of experience in Customer Success, Account Management, or Professional Services within SaaS or CCaaS. </span> <br><span data-contrast="auto">- 5+ years of experience with NICE CXone or comparable platforms (Genesys, Five9, Talkdesk, etc.). </span> <br><span data-contrast="auto">- Proven success managing large, strategic enterprise clients with global footprints.</span> <br><span data-ccp-props="{}"> </span></p><p><strong><span data-contrast="none"><span data-ccp-parastyle="heading 2">Skills & Competencies:</span></span></strong><span data-ccp-props="{"134245418":true,"134245529":true,"335559738":200,"335559739":0}"> </span></p><p><span data-contrast="auto">- Expertise in contact center operations, cloud migration, and AI/automation adoption.</span> <br><span data-contrast="auto">- Strong understanding of NICE CXone architecture, tools (ACD, WFO, WEM, Enlighten AI, Analytics), and integration frameworks.</span> <br><span data-contrast="auto">- Excellent stakeholder management, communication, and presentation skills—comfortable engaging with C-suite.</span> <br><span data-contrast="auto">- Analytical thinker with experience using Salesforce, reporting dashboards, and strategic planning frameworks.</span> <br><span data-contrast="auto">- Demonstrated ability to lead through influence in matrixed environments and manage multiple competing priorities.</span><span data-ccp-props="{}"> </span></p><p><strong><span data-contrast="none"><span data-ccp-parastyle="heading 1">Travel Requirements:</span></span></strong><span data-ccp-props="{"134245418":true,"134245529":true,"335559738":480,"335559739":0}"> </span></p><p><span data-contrast="auto">Up to 25%, including key customer meetings, strategy sessions, and industry events.</span><span data-ccp-props="{}"> </span></p><p><strong>What’s in it for you?</strong></p><p>Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!</p><p><em>This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.</em><br><em>This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.​</em></p><div class="content-conclusion"><p><em><strong>About NiCE </strong></em></p><p><em>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. </em></p><p><em>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. </em></p><p><em>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.</em></p><p> </p></div>