Customer Success Manager, Actimize at NICE

pune, maharashtra, India -

Full Time

Start Date

Immediate

Expiry Date

11 Jun, 26

Salary

0.0

Posted On

13 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Engagement, Account Management, Contract Renewals, Stakeholder Management, Problem Solving, Critical Thinking, Relationship Building, SQL, Postgres DB, MS SQL, Unix, Troubleshooting, Configuration, Customization, Agile, Waterfall

Industry

Software Development

Description

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. So, what’s the role all about? The Customer Success Manager (CSM) role is pivotal in driving customer engagement, enhancing value, and ensuring satisfaction throughout the customer lifecycle, thereby enabling customers to achieve greater success with the company’s products and services. As long-term customer retention is a natural outcome of customer success, this role will also be responsible for proactively driving the end-to-end renewal process. What you will be doing? Serve as the voice of the customer internally, managing post-sales relationships for assigned accounts. Develop and execute account-specific frameworks including governance, periodic business reviews, and internal stakeholder briefings. Collaborate with internal teams to maintain comprehensive account and client profiles, enabling timely decisions impacting clients and Actimize. Identify blockers for success and find solutions by collaborating with clients and Actimize teams. Utilize internal experts to optimize customer investment, measure solution value, and drive value adoption. Be accountable for timely contract renewals, managing all client engagement, commercial, and operational aspects, and ensuring business retention and service continuity for our clients. Provide account information and insight to support the sales team in driving new sales. Coordinate activities and provide leadership for key client initiatives across Actimize teams. Drive the Customer Satisfaction Survey process, inclusive of follow-ups, and close the feedback loop internally as well as with clients. Manage sales and industry requests for references and case studies. Orchestrate responses to assessment/information requests/enquiries from clients. Have you got what it takes? Minimum BS or BA degree, preferably in business, finance, or computer science. 3+ years of experience in software services delivery or account management. Project/Program/Delivery management experience with a technical background will be an added advantage. Japanese Language Fluency- A MUST Experience with a SaaS provider/Product firm, preferably in AML/Fraud domain. Solution-oriented with a growth mindset and a strong sense of ownership. Excellent communication skills, critical thinking and adapting messaging effectively for stakeholders at all levels. Skilled in building positive relationships with internal teams and clients, demonstrating situational awareness and a proven track record of achieving results. So, what’s the role all about? As a Senior Specialist Professional Services Engineer, you will be part of a dynamic, customer-facing team focused on the delivery and implementation of NICE Actimize Financial Crime Prevention solutions for leading financial institutions. This role provides exposure to key regulatory domains including AML, Payment Fraud, and Trading Compliance. You will be responsible for developing, configuring, and customizing Actimize product offerings while collaborating with SE Leads and implementation teams to deliver intelligent and innovative solutions. How will you make an impact? NICE Actimize is the industry leader in Financial Crimes and Compliance. At NICE, we continually push boundaries, challenge limits, and operate with ambition and excellence. As part of this team, you will bring your best every day, designing and implementing high-impact solutions that help major financial institutions prevent fraud, ensure compliance, and strengthen risk operations. Develop, configure, and customize Actimize software features per design and enterprise standards. Collaborate in multi‑disciplinary environments with Architects and Business Analysts using waterfall and agile methodologies. Work independently to complete complex development and configuration tasks. Support customers by troubleshooting and resolving functional issues. Interface with R&D, Professional Services, and Customer Support teams. Implement and configure new applications, set up new environments, and deploy solutions. Contribute to internal tools and utilities enabling engineering teams to operate efficiently at scale. Work occasionally onsite or across different time zones as required. Perform detailed troubleshooting, analysis, and debugging in enterprise environments. Manage complex database environments (Postgres, MS SQL) handling large data volumes. Have you got what it takes? Strong understanding of end‑to‑end application workflows. Hands‑on expertise with SQL, Postgres DB, and managing large datasets. Strong analytical, debugging, and problem‑solving skills. Quick learner with excellent communication skills. Experience developing within complex database environments (Postgres, MS SQL). Exposure to Unix and basic command-line operations. Ability to independently develop and configure enterprise‑grade software features. High attention to detail with effective task management and planning. Understanding of scalable, secure, multi‑user coding concepts. Plus, but not mandatory Experience or knowledge in Actimize development. Professional Services / Implementation exposure. DevOps knowledge (Kubernetes, Docker, Pods). AI/ML solution design and deployment experience. Business Impact Holds full development and deployment responsibility as an Individual Contributor. Displays strong conceptual thinking and professional discretion. Applies independent judgment in resolving complex technical issues. Able to analyze and resolve problems of moderate scope using varied inputs. Qualifications / Education BE/B.Tech with 5–7 years of relevant professional experience. What’s in it for you? 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! Enjoy NiCE-FLEX! At NiCE, we work according to the NiCE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere. Requisition ID: 10280 Reporting into: Director Role Type: Individual Contributor 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.

Responsibilities

The Customer Success Manager drives customer engagement, value enhancement, and satisfaction throughout the lifecycle, proactively managing the end-to-end renewal process for assigned accounts. This involves serving as the voice of the customer internally, executing account frameworks, identifying success blockers, and ensuring timely contract renewals.