<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 wit