NICE Ltd.

Renewal Account Manager, CX

NICE Ltd. • $80K — $95K *
US-AnywhereRemote in United States
Enterprise Technology
Less than 5 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • Bachelor's degree in Information Technology, Business Administration, or related field, or equivalent experience
  • 4+ years experience in contract negotiation
  • 4+ years experience in contact center or service delivery
  • Familiarity with SAAS billing models
  • Proven ability to communicate with high-level stakeholders (CEOs, CTOs, CFOs)

Responsibilities

  • Prepare and analyze financial reports for internal renewal meetings
  • Engage with clients to understand goals and outcomes for contract renewals
  • Negotiate contract terms and pricing to achieve favorable outcomes
  • Collaborate with SAMs, AEs, and finance to retain revenue
  • Create and maintain contract documents and presentations

Benefits

  • Opportunity for revenue growth through contract extensions
  • Collaborative work culture with multiple departments
  • Engagement with high-level customer stakeholders
  • Chance to develop negotiation strategy in a competitive market
  • Access to training and development opportunities in a fast-paced environment
Full Job Description
So, what's the role all about?

The Renewal Account Manager, CX will be accountable for assisting customers, Suite Account Managers (SAM), and Account Executives (AE) with contract renewals and negotiations of these renewals.

Specifically, this position is responsible for retaining customers during the negotiation process, growing and retaining revenue with annual or CPI increases and specific product additions, and meeting team and individual goals related to their tasks.

How will you make an impact?
  • Prepare and analyze financial reports and contractual documents ahead of internal renewal meetings to facilitate informed discussions.
  • Engage directly with clients to understand their goals and desired outcomes for contract renewals, ensuring alignment with business objectives and customer expectations.
  • Negotiating contract terms, pricing, and other details to achieve favorable outcomes for both the company and the customer, which will maintain and increase revenue through effective contract negotiations
  • Partner with SAMs, AEs, Technical Account Managers (TAMs) and the Finance team to represent the best interest of NiCE and revenue retention goals
  • Partner with the finance team to ensure healthy price points
  • Extending contracts for multiple years
  • Become intimately familiar with customer contracts and NiCE billing methods
  • Maintain working knowledge of competitors and what strategy NiCE should develop for counter offers and retaining the customer.
  • Maintain working knowledge of NiCE products/services
  • Partner with TAMs, SAMs, and AEs to ensure consistent messaging to the customer
  • Measure success via tracking of client retention and revenue growth with multiple sources such as Salesforce and Excel.
  • Communicate effectively and professionally with internal and external stakeholders.
  • Investigate areas of risk and prepare course of action/recommendations to minimize risk
  • Create and prepare contract documents, presentations, emails, and spreadsheets to support contract management activities

Have you got what it takes?
  • Bachelor's degree in Information Technology or Business Administration or related field or equivalent work experience
  • 4+ years applicable experience in contract negotiation
  • 4+ years in contact center or service delivery
  • Experience with SAAS billing models
  • Demonstrated experience in a fast-paced environment and meeting customer contract timelines
  • Demonstrated experience working independently with little to no daily supervision
  • Ability to pivot between negotiation projects
  • Ability to multitask responsibilities
  • Exhibit adaptability and responsiveness by embracing change and implementing necessary adjustments to support evolving business needs and customer expectations.
  • Thrive in uncertain environments by maintaining focus and productivity amid incomplete information or shifting parameters.
  • Tracking and reporting on renewal metrics, such as renewal rates.
  • To be innovative with strategic ideas and approaches in negotiation
  • To have Problem solving and critical thinking skills
  • To be able to effectively communicate with high level customer stakeholders such as CEOs, CTOs, and CFOs.
  • To be Efficient with Microsoft office applications, PowerPoint, and Salesforce

Bonus Experience:
  • Account Management or sales experience


This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required. This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.

Requisition ID:
Reporting into:
Role Type: Individual Contributor

About NICE Ltd.

NICE Ltd. is an Israel-based company, specializing in telephone voice recording, data security, surveillance, and Robotic Process Automation as well as systems that analyze recorded data. The company serves various industries, such as financial services, telecommunications, healthcare, outsourcers, retail, media, travel, service providers, and utilities. The primary listing of the company's shares is on the Tel Aviv Stock Exchange; where it is part of the TA-35 Index. Barak Eilam became CEO in April 2014, replacing Zeevi Bregman. Eilam previously headed the company's Americas division. As of November, 2020 the company had ~6,800 employees. NICE was founded in 1986 as Neptune Intelligence Computer Engineering by 7 Israeli former army colleagues. The company initially focused on developing technology for security and defense applications, but soon refocused their efforts on civilian applications, mainly for contact center, financial services and business intelligence markets.
Learn more about NICE Ltd.
Size
7,102 employees
Market Cap
$12.3 billion
Industry
Enterprise Technology
Net Income
$196.6 million
Founded
2000
5 Year Trend
+13.6%
Revenue
$1.6 billion
NASDAQ
NICE
* Ladders Estimates

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