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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Customer Success and Account Management, with a strong focus on driving AI adoption and cloud migration within strategic enterprise accounts. Proven ability to engage C-level stakeholders and deliver measurable business outcomes through effective relationship management and cross-functional collaboration.
Highest-signal resume keywords
Customer Success ManagementAccount ManagementNiCE CXone ExpertiseCloud MigrationAI Adoption
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer SuccessAccount ManagementCloud MigrationAI/Automation AdoptionContact Center OperationsStrategic PlanningData AnalyticsStakeholder ManagementExecutive Business ReviewsPortfolio Management
Soft Skills
Communication SkillsPresentation SkillsAnalytical ThinkingRelationship BuildingInfluence in Matrixed Environments
Tools & Technologies
NiCE CXoneSalesforceReporting DashboardsACDWFOWEMEnlighten AIAnalytics
Certifications & Qualifications
Bachelor’s Degree in Business, IT, or Related FieldMBA Preferred
Industry Keywords
SaaSCCaaSCustomer ExperienceContact Center TransformationNet Revenue RetentionCustomer SatisfactionC-Level EngagementCloud-Native Platforms
Tech Stack
Tools & technologiesCloud
About the role
Key responsibilities & impact- Lead strategic account engagement across a portfolio of top-tier enterprise clients
- Deliver measurable value, accelerate adoption of the cloud-native, AI-powered platform, and drive long-term customer success and growth
- Act as a trusted advisor to C-level stakeholders and align platform capabilities with customer business goals
- Orchestrate cross-functional teams to deliver exceptional service, seamless delivery, and tangible results
- Build enduring relationships with senior client executives
- Champion the post-sale customer lifecycle, including onboarding, adoption, optimization, and renewal
- Conduct Executive Business Reviews and establish measurable success plans tied to business outcomes
- Maintain high CSAT and NPS through proactive engagement and fast issue resolution
- Manage a portfolio of strategic accounts representing 10M+ in ARR
- Drive Net Revenue Retention growth through upsell, cross-sell, and renewal strategies
- Partner with Sales, Professional Services, Value Realization Services, and Product teams to identify account growth opportunities
- Lead customer transformation initiatives by driving adoption of AI features, automation, bots, virtual agents, and IVR automation
- Educate and consult customers on products, AI, and advanced analytics
- Align platform usage with customer KPIs, including call deflection and agent efficiency
- Develop and execute strategic account plans with the Account Director / Executive
- Lead matrixed internal teams to deliver service and value realization
- Escalate, resolve, and communicate client risks, blockers, and feedback to NiCE stakeholders
- Stay current with industry, CX, contact center transformation, and AI trends; represent the voice of the customer in product innovation
- Improve Customer NPS, increase NRR, and drive AI and feature adoption
Requirements
What you’ll need- Bachelor’s degree in Business, IT, or a related field required; MBA preferred
- 10+ years of experience in Customer Success, Account Management, or Professional Services within SaaS or CCaaS
- 5+ years of experience with NiCE CXone or comparable platforms (Genesys, Five9, Talkdesk, etc.)
- Proven success managing large, strategic enterprise clients with global footprints
- Expertise in contact center operations, cloud migration, and AI/automation adoption
- Strong understanding of NiCE CXone architecture, tools (ACD, WFO, WEM, Enlighten AI, Analytics), and integration frameworks
- Excellent stakeholder management, communication, and presentation skills—comfortable engaging with C-suite
- Analytical thinker with experience using Salesforce, reporting dashboards, and strategic planning frameworks
- Demonstrated ability to lead through influence in matrixed environments and manage multiple competing priorities
- Up to 25% travel availability
Benefits
Comp & perks- Fast-paced, collaborative, and creative work environment
- Opportunities to learn and grow
- Internal career opportunities across multiple roles, disciplines, domains, and locations
- Travel opportunities up to 25%, including key customer meetings, strategy sessions, and industry events