Principal Customer Success Manager

<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">Principal Customer Success Manager</span></strong><span data-ccp-props="{"335559739":100}"> </span></p> <p><strong><span data-contrast="auto">So, what's the role all about?</span></strong><span data-ccp-props="{"335559738":200,"335559739":160}"> </span></p> <p><span data-contrast="auto">Our Principal Customer Success Managers are the face NiCE CX puts in front of our most valuable customers and partners – the people who can walk into a boardroom, read the room, and change how a conversation is going within minutes. This is a role for someone who thrives on relationships, backs their own instincts, and isn’t afraid to lead from the front.</span><span data-ccp-props="{"335559739":200}"> </span></p> <p><span data-contrast="auto">You’ll take ownership of some of our most strategic, high-value, and high-complexity accounts, becoming the one person a customer or partner turns to when it matters most. Programme delivery, governance, and technical execution sit with our specialist teams – your job is to be the constant thread that keeps the customer’s priorities, expectations, and experience front and centre, whatever is happening behind the scenes.</span><span data-ccp-props="{"335559739":200}"> </span></p> <p><span data-contrast="auto">This isn’t a role for someone who wants to sit behind a desk managing a queue of tickets. It’s for someone who wants to own outcomes, influence at the highest levels, and be trusted to make the right call under pressure.</span><span data-ccp-props="{"335559739":200}"> </span></p> <p><span data-contrast="auto">You’ll work closely with Sales, Delivery, Product, and every team working behind the scenes – not to do their job for them, but to make sure their work lands in a way the customer genuinely feels and values. Interaction with customers spans phone, email, chat, and video, with regular face-to-face engagement where it counts, and travel to be in the room for the moments that matter.</span><span data-ccp-props="{"335559739":200}"> </span></p> <p><strong><span data-contrast="auto">How will you make an impact?</span></strong><span data-ccp-props="{"335559738":200,"335559739":160}"> </span></p> <ul> <li data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":432,"335559991":216,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">Be the single, unmistakable point of ownership for our most strategic accounts – the person customers and partners trust to make things happen</span><span data-ccp-props="{"335559739":160}"> </span></li> </ul> <ul> <li data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":432,"335559991":216,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1"><span data-contrast="auto">Walk into any room – boardroom, business review, executive briefing – and hold it, adapting your style to the audience and the moment</span><span data-ccp-props="{"335559739":160}"> </span></li> </ul> <ul> <li data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":432,"335559991":216,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1"><span data-contrast="auto">Build senior relationships that go beyond the day-to-day, becoming a genuine trusted advisor to VP and C-suite stakeholders</span><span data-ccp-props="{"335559739":160}"> </span></li> </ul> <ul> <li data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":432,"335559991":216,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="4" data-aria-level="1"><span data-contrast="auto">Translate everything our programme, governance, and technical teams are delivering into language and value that customers and partners actually care about</span><span data-ccp-props="{"335559739":160}"> </span></li> </ul> <ul> <li data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":432,"335559991":216,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="5" data-aria-level="1"><span data-contrast="auto">Bring real curiosity about new technology and AI-driven capability, learning quickly enough to speak with credibility about what’s coming next</span><span data-ccp-props="{"335559739":160}"> </span></li> </ul> <ul> <li data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":432,"335559991":216,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="6" data-aria-level="1"><span data-contrast="auto">Balance sharp commercial acumen with genuine customer advocacy – protecting NiCE’s commercial interests while never losing sight of the customer’s success</span><span data-ccp-props="{"335559739":160}"> </span></li> </ul> <ul> <li data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":432,"335559991":216,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="7" data-aria-level="1"><span data-contrast="auto">Spot risk and opportunity early, and know when to bring in the right people rather than trying to carry everything yourself</span><span data-ccp-props="{"335559739":160}"> </span></li> </ul> <ul> <li data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":432,"335559991":216,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="8" data-aria-level="1"><span data-contrast="auto">Lead high-stakes conversations around renewal, growth, and expansion with confidence and commercial rigour</span><span data-ccp-props="{"335559739":160}"> </span></li> </ul> <ul> <li data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":432,"335559991":216,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="9" data-aria-level="1"><span data-contrast="auto">Influence and raise the bar for those around you, cross-functionally, setting the standard for what great customer success looks like</span><span data-ccp-props="{"335559739":160}"> </span></li> </ul> <ul> <li data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":432,"335559991":216,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="10" data-aria-level="1"><span data-contrast="auto">Own the story – usage, adoption, ROI, and what’s next – and tell it in a way that lands with senior stakeholders</span><span data-ccp-props="{"335559739":160}"> </span></li> </ul> <ul> <li data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":432,"335559991":216,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="11" data-aria-level="1"><span data-contrast="auto">Travel to be in front of customers and partners when it counts, because some relationships are only really built in person</span><span data-ccp-props="{"335559739":160}"> </span></li> </ul> <p><strong><span data-contrast="auto">Have you got what it takes?</span></strong><span data-ccp-props="{"335559738":200,"335559739":160}"> </span></p> <ul> <li data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":432,"335559991":216,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="12" data-aria-level="1"><span data-contrast="auto">A track record of genuinely thriving in high-pressure, high-visibility customer or partner relationships – you don’t shy away from the big room</span><span data-ccp-props="{"335559739":160}"> </span></li> </ul> <ul> <li data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":432,"335559991":216,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="13" data-aria-level="1"><span data-contrast="auto">Significant experience in customer success, account management, or a similarly senior customer-facing role, ideally within contact centre, SaaS, or telecommunications environments</span><span data-ccp-props="{"335559739":160}"> </span></li> </ul> <ul> <li data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":432,"335559991":216,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="14" data-aria-level="1"><span data-contrast="auto">A strong, magnetic personality – people remember you, trust you, and want you in the room</span><span data-ccp-props="{"335559739":160}"> </span></li> </ul> <ul> <li data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":432,"335559991":216,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="15" data-aria-level="1"><span data-contrast="auto">Genuine comfort with technology and a real appetite for learning new tools and capabilities, without needing to be the expert in the room</span><span data-ccp-props="{"335559739":160}"> </span></li> </ul> <ul> <li data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":432,"335559991":216,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="16" data-aria-level="1"><span data-contrast="auto">Sharp commercial instincts, with the ability to balance customer advocacy against commercial reality</span><span data-ccp-props="{"335559739":160}"> </span></li> </ul> <ul> <li data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":432,"335559991":216,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="17" data-aria-level="1"><span data-contrast="auto">The confidence to operate independently, make judgement calls, and take ownership when things get complicated</span><span data-ccp-props="{"335559739":160}"> </span></li> </ul> <ul> <li data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":432,"335559991":216,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="18" data-aria-level="1"><span data-contrast="auto">Outstanding communication skills – written, verbal, and, most importantly, in the room</span><span data-ccp-props="{"335559739":160}"> </span></li> </ul> <ul> <li data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":432,"335559991":216,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="19" data-aria-level="1"><span data-contrast="auto">Experience managing multiple senior stakeholder relationships at once, without losing quality anywhere</span><span data-ccp-props="{"335559739":160}"> </span></li> </ul> <ul> <li data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":432,"335559991":216,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="20" data-aria-level="1"><span data-contrast="auto">A genuinely collaborative approach – you know when to lead and when to bring in the specialists who make the outcome happen</span><span data-ccp-props="{"335559739":160}"> </span></li> </ul> <p><strong><span data-contrast="auto">You will have an advantage if you also have:</span></strong><span data-ccp-props="{"335559738":200,"335559739":160}"> </span></p> <ul> <li data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":432,"335559991":216,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="21" data-aria-level="1"><span data-contrast="auto">Previous experience in a contact centre, CCaaS, or similar customer experience environment</span><span data-ccp-props="{"335559739":160}"> </span></li> </ul> <ul> <li data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":432,"335559991":216,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="22" data-aria-level="1"><span data-contrast="auto">A natural interest in AI, automation, or emerging technology, and what it means for customers</span><span data-ccp-props="{"335559739":160}"> </span></li> </ul> <ul> <li data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":432,"335559991":216,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="23" data-aria-level="1"><span data-contrast="auto">Experience influencing programme delivery, governance, or technical teams without formally owning them</span><span data-ccp-props="{"335559739":160}"> </span></li> </ul> <ul> <li data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":432,"335559991":216,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="24" data-aria-level="1"><span data-contrast="auto">A background that blends commercial thinking with genuine customer empathy</span><span data-ccp-props="{"335559739":160}"> </span></li> </ul> <ul> <li data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":432,"335559991":216,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="25" data-aria-level="1"><span data-contrast="auto">Experience operating at executive level with enterprise or key strategic accounts</span><span data-ccp-props="{"335559739":160}"> </span></li> </ul> <p><strong><span data-contrast="auto">What’s in it for you?</span></strong><span data-ccp-props="{"335559738":200,"335559739":160}"> </span></p> <p><span data-contrast="auto">Join an ever-growing, market-disrupting, global company where some of the best people in the industry come to work. As the market leader, every day at NiCE is a chance to learn, grow, and make a genuine mark, with career opportunities across roles, disciplines, and locations.</span><span data-ccp-props="{"335559739":200}"> </span></p> <p><span data-contrast="auto">If you’re ambitious, you back yourself in the room, and you want to be the person our biggest customers and partners can’t imagine working without, you may just be our next NiCEr.</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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