VP, Customer Success at NICE
United States
<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><span data-contrast="auto">So, what’s the role all about?</span></strong><span data-ccp-props="{}"> </span></p> <p><span data-contrast="auto">The Vice President of Customer Success for the Strategic Segment is a senior leadership position responsible for overseeing the success of our largest customers, who represent hundreds of millions of dollars in revenue and include some of the world's most recognizable brands. The VP will lead a team of Technical Account Managers and Customer Success professionals, driving outstanding business outcomes and strengthening long-term relationships.</span><span data-ccp-props="{}"> </span></p> <p><span data-contrast="auto">This role requires a proven leader who can balance strategic oversight with operational excellence, leveraging cross-functional collaboration to deliver exceptional value. The ideal candidate will excel in building high-performance teams, fostering innovation, and maintaining alignment with organizational goals.</span><span data-ccp-props="{}"> </span></p> <p><strong><span data-contrast="auto">How will you make an impact?</span></strong><span data-ccp-props="{}"> </span></p> <ul> <li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1"><strong><span data-contrast="auto">Strategic Leadership:</span></strong><span data-contrast="auto"> Define and execute the vision for customer success within the Strategic Segment, ensuring alignment with company-wide objectives and business priorities.</span><span data-ccp-props="{}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="1"><strong><span data-contrast="auto">Cross-Functional Collaboration:</span></strong><span data-contrast="auto"> Partner effectively with Sales, Services, Product, and R&D teams to deliver on customer outcomes and drive innovation.</span><span data-ccp-props="{}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="3" data-aria-level="1"><strong><span data-contrast="auto">Team Development:</span></strong><span data-contrast="auto"> Build, mentor, and inspire a high-performing, customer-focused team. Foster a culture of accountability, innovation, and engagement.</span><span data-ccp-props="{}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="4" data-aria-level="1"><strong><span data-contrast="auto">Customer Success Metrics:</span></strong><span data-contrast="auto"> Maintain and improve key performance indicators, including:</span><span data-ccp-props="{}"> </span></li> </ul> <ul> <li data-leveltext="o" data-font="Courier New" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":1440,"335559991":360,"469769226":"Courier New","469769242":[9675],"469777803":"left","469777804":"o","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="2"><span data-contrast="auto">Net Promoter Score (NPS)</span><span data-ccp-props="{}"> </span></li> </ul> <ul> <li data-leveltext="o" data-font="Courier New" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":1440,"335559991":360,"469769226":"Courier New","469769242":[9675],"469777803":"left","469777804":"o","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="2"><span data-contrast="auto">Transactional Customer Satisfaction (CSAT)</span><span data-ccp-props="{}"> </span></li> </ul> <ul> <li data-leveltext="o" data-font="Courier New" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":1440,"335559991":360,"469769226":"Courier New","469769242":[9675],"469777803":"left","469777804":"o","469777815":"multilevel"}" data-aria-posinset="3" data-aria-level="2"><span data-contrast="auto">Customer Retention</span><span data-ccp-props="{}"> </span></li> </ul> <ul> <li data-leveltext="o" data-font="Courier New" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":1440,"335559991":360,"469769226":"Courier New","469769242":[9675],"469777803":"left","469777804":"o","469777815":"multilevel"}" data-aria-posinset="4" data-aria-level="2"><span data-ccp-props="{}">Reference ability </span></li> </ul> <ul> <li data-leveltext="o" data-font="Courier New" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":1440,"335559991":360,"469769226":"Courier New","469769242":[9675],"469777803":"left","469777804":"o","469777815":"multilevel"}" data-aria-posinset="5" data-aria-level="2"><span data-contrast="auto">Account P&L</span><span data-ccp-props="{}"> </span></li> </ul> <ul> <li data-leveltext="o" data-font="Courier New" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":1440,"335559991":360,"469769226":"Courier New","469769242":[9675],"469777803":"left","469777804":"o","469777815":"multilevel"}" data-aria-posinset="6" data-aria-level="2"><span data-contrast="auto">Achievement of customer business objectives</span><span data-ccp-props="{}"> </span></li> </ul> <ul> <li data-leveltext="o" data-font="Courier New" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":1440,"335559991":360,"469769226":"Courier New","469769242":[9675],"469777803":"left","469777804":"o","469777815":"multilevel"}" data-aria-posinset="7" data-aria-level="2"><span data-contrast="auto">Customer health scores</span><span data-ccp-props="{}"> </span></li> </ul> <ul> <li data-leveltext="o" data-font="Courier New" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":1440,"335559991":360,"469769226":"Courier New","469769242":[9675],"469777803":"left","469777804":"o","469777815":"multilevel"}" data-aria-posinset="8" data-aria-level="2"><span data-contrast="auto">Support for upsell, cross-sell, and renewal efforts</span><span data-ccp-props="{}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="5" data-aria-level="1"><strong><span data-contrast="auto">Process Improvement:</span></strong><span data-contrast="auto"> Identify and implement scalable frameworks, processes, and technology enhancements to improve team efficiency and customer outcomes.</span><span data-ccp-props="{}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="6" data-aria-level="1"><strong><span data-contrast="auto">Customer Advocacy:</span></strong><span data-contrast="auto"> Serve as an executive point of contact for strategic accounts, ensuring satisfaction and acting as a trusted advisor.</span><span data-ccp-props="{}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="7" data-aria-level="1"><strong><span data-contrast="auto">Performance Management:</span></strong><span data-contrast="auto"> Conduct regular one-on-one meetings with direct reports, track progress against goals, and provide coaching and feedback to support growth.</span><span data-ccp-props="{}"> </span></li> </ul> <p><strong><span data-contrast="auto">Financial Accountability:</span></strong><span data-ccp-props="{}"> </span></p> <ul> <li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">Own the P&L for the Strategic Segment, managing staffing costs, travel expenses, and other budgetary considerations.</span><span data-ccp-props="{}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="1"><span data-contrast="auto">Oversee billing practices and ensure compliance with invoicing protocols.</span><span data-ccp-props="{}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="3" data-aria-level="1"><span data-contrast="auto">Approve credits or adjustments as needed to maintain customer satisfaction while upholding financial integrity.</span><span data-ccp-props="{}"> </span></li> </ul> <p><strong><span data-contrast="auto">Have you got what it takes?</span></strong><span data-ccp-props="{}"> </span></p> <p><strong><span data-contrast="auto">Required:</span></strong><span data-ccp-props="{}"> </span></p> <ul> <li data-leveltext="" data-font="Symbol" data-listid="3" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">Bachelor’s degree in Business, Finance, Technology, or a related field (or equivalent work experience).</span><span data-ccp-props="{}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="3" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="1"><span data-contrast="auto">15+ years of experience in customer service, contact centers, or B2B technology.</span><span data-ccp-props="{}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="3" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="3" data-aria-level="1"><span data-contrast="auto">10+ years of experience leading high-performance teams.</span><span data-ccp-props="{}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="3" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="4" data-aria-level="1"><span data-contrast="auto">Proven experience managing relationships with Fortune 500 brands.</span><span data-ccp-props="{}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="3" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="5" data-aria-level="1"><span data-contrast="auto">Exceptional ability to lead cross-functional initiatives and influence outcomes across Sales, Services, and Product teams.</span><span data-ccp-props="{}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="3" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="6" data-aria-level="1"><span data-contrast="auto">Strong understanding of customer success metrics and KPIs, with a track record of maintaining and improving performance.</span><span data-ccp-props="{}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="3" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="7" data-aria-level="1"><span data-contrast="auto">Comfortable explaining and discussing software concepts with enterprise-level customers.</span><span data-ccp-props="{}"> </span></li> </ul> <p><strong><span data-contrast="auto">Preferred:</span></strong><span data-ccp-props="{}"> </span></p> <ul> <li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">Leadership experience in a SaaS company.</span><span data-ccp-props="{}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="1"><span data-contrast="auto">Master’s degree in Business, Finance, or a related field.</span><span data-ccp-props="{}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="3" data-aria-level="1"><span data-contrast="auto">Familiarity with SaaS tools like Salesforce and Gainsight.</span><span data-ccp-props="{}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="4" data-aria-level="1"><span data-contrast="auto">Experience with contact center technologies, premise-to-cloud migrations, or enterprise software support.</span><span data-ccp-props="{}"> </span></li> </ul> <p><strong><span data-contrast="auto">Travel and Flexibility:</span></strong><span data-ccp-props="{}"> </span></p> <ul> <li data-leveltext="" data-font="Symbol" data-listid="5" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">This role may require domestic and occasional international travel.</span><span data-ccp-props="{}"> </span></li> </ul> <p><strong><span data-contrast="auto">Why Join Us?</span></strong><span data-ccp-props="{}"> </span></p> <p><span data-contrast="auto">This is a unique opportunity to lead a vital business segment, working with globally recognized brands to deliver exceptional outcomes. You will have the chance to shape the future of customer success within our organization while driving innovation and creating meaningful impact for our customers.</span><span data-ccp-props="{}"> </span></p> <p><span data-contrast="auto"> </span><span data-ccp-props="{}"> </span></p> <p><strong><span data-contrast="auto">What’s in it for you?</span></strong><span data-ccp-props="{}"> </span></p> <p><span data-contrast="auto">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!</span><span data-ccp-props="{}"> </span></p> <p><span data-contrast="auto"> </span><span data-ccp-props="{}"> </span></p> <p><strong><span data-contrast="auto">Requisition ID: </span></strong> 11609<br><strong><span data-contrast="auto">Role Type: </span></strong><span data-contrast="auto">Vice President</span> <span data-ccp-props="{}"> </span></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>
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