• Serve as the primary customer contact and advocate for the post-implementation customer journey for identified accounts • Build and execute an account specific relationship framework (executive sponsor, technical and operational leadership) • Runs regular, proactive meetings and other communications with each client • Accountable for driving customer adoption, roll out and consumption by educating customers • Connect the customers Business Benefits Realisation to the vision they embraced when NICE solutions were selected • Identify blockers for adoption, roll out and consumption and find solutions by collaborating with clients • Leverage internal subject matter experts • Syncs and collaborates with other Value Realization Services Managers to share and leverage insights across all customer accounts • Actively farm existing account base to identify upsell and cross-sell opportunities • Manage the planning and delivery of Day 2 moves-adds-change projects with the customer

• Attend and support client onboarding meetings to ensure a smooth implementation process • Conduct weekly follow-ups with clients to provide support and address questions or concerns • Monitor client needs and requirements and provide timely updates • Ensure tasks, requests, and deliverables are completed in a timely manner • Train clients on the newly released portal and ensure proper platform adoption • Develop and maintain training materials and resources for employers • Coordinate with internal teams to resolve client issues and operational requests efficiently • Track and document client feedback to identify opportunities for service improvement • Prepare periodic client check-in meetings to review progress and performance • Lead client check-in meetings to discuss updates and upcoming needs • Perform other duties related to the position as assigned

• Telephone support and maintenance of existing partner contacts • Proactive outreach calls to activate and reactivate partners • Building new contacts within the intermediary/agency environment (research + initial approach) • Developing and maintaining trusted, personal relationships • Identifying needs and passing relevant opportunities to the Sales team • Structured documentation and maintenance of all activities in the CRM • Continuous building and development of our partner pipeline

• Develop strong relationships with our clients by maintaining a high level of engagement, aligning business objectives, and providing raving fan service • Maintain a deep understanding of our solutions, client base, and best practices • Act as a trusted advisor and advocate for the client, ensuring success and maximum value as they adopt a new platform/service • Educate clients on business value of solutions and application of best practices • Provide business insights through client value presentations, Quarterly Business Reviews, and other methods • Identify potential growth and upsell opportunities to expand revenue • Assess customer health by monitoring product usage, reported issues, and other success metrics • Act as a liaison between internal COE teams to ensure customer needs are being met • Identify trends and relay feedback internally to appropriately address underlying issues • Provide clients full transparency on status of issues / requests from submission through resolution • Participate in the customer life cycle process, from prospect to renewal • Facilitate customer account changes, product set up and billing research/corrections • Work with Sales and other Learning & Development teams to facilitate customer training as needed