Product Customer Success Manager

NICE; United States; Remote; GBP 50,000 - 70,000; Full time

Job summary

NiCE in the UK is seeking a proactive Customer Success Manager to drive deployment and adoption of ContactEngine across international clients. You will work with client stakeholders to enable long-term growth beyond the current contract horizon.

Responsibilities include delivering quarterly business reviews, developing strategic success plans, coordinating with pre-sales, professional services and technology teams, identifying growth opportunities to secure renewals, and translating client goals

Qualifications

• Project delivery experience in IT or customer-facing environment.
• Process mapping and business requirements.
• Numerate with data analysis using Excel or similar.
• Excellent verbal and written communication.
• Experience with large corporate processes.

Responsibilities

• Understand the client contract in detail to ensure it is correctly fulfilled and issues are avoided.
• Identify journeys that will achieve the contract volumes, ensuring that the journeys provide value to the client and leverage ContactEngine’s capabilities and differentiators.
• Maintain a strategic client success plan, building on their business drivers.
• Construct business cases for all journeys to guide objectives and prioritization.
• Co-ordinate all activities, enquiries and escalations with the client.
• Clearly document and communicate technical configuration requirements.
• Delivery of high quality technical and process architecture.
• Help customers understand and adopt relevant CE features and functionality.
• Identify and communicate growth opportunities.
• Monitor and effectively communicate metrics, performance and value.
• Deliver quarterly business reviews internally and to clients.
• Provide technical, customer experience, security and project delivery guidance.
• Develop operational client stakeholder relationships, becoming a partner and trusted advisor.
• Maintain effective relationships with pre-sales, professional services, and technology teams.
• Partner with the Account Executive.

Skills

Project delivery

Process mapping

Data analysis

Verbal & written communication

Corporate environments

Education

Postgraduate degree

Tools

Excel

Job description

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.

Region: US, UK, PH

Location: Remote

Reports To: Manager, Product Customer Success

The Customer Success Team

With a presence in the USA, UK and Philippines, the Customer Success Team manages clients across North America and Europe, with the expectation of adding further clients in the APAC region. It is responsible for ensuring the client gains and exceeds the expected business benefits from their existing contract, and for creating a service environment where contract renewal naturally occurs and where contract expansion can be easily achieved.

Role Purpose

Ensure ContactEngine is deployed in the most effective way to drive the expected benefits and to work with client stakeholders and ContactEngine teams to enable the long-term growth of the account beyond the current contract horizon.

Key Responsibilities

• Understand the client contract in detail to ensure it is correctly fulfilled and issues are avoided.
• Identify journeys that will achieve the contract volumes, ensuring that the journeys provide. value to the client and leverage ContactEngine’s capabilities and differentiators.
• Maintain a strategic client success plan, building on their business drivers.
• Construct business cases for all journeys to guide objectives and prioritization.
• Co-ordinate all activities, enquiries and escalations with the client.
• Clearly document and communicate technical configuration requirements.
• Delivery of high quality technical and process architecture.
• Help customers understand and adopt relevant CE features and functionality.
• Identify and communicate growth opportunities.
• Monitor and effectively communicate metrics, performance and value.
• Deliver quarterly business reviews internally and to clients.
• Provide technical, customer experience, security and project delivery guidance.
• Develop operational client stakeholder relationships, becoming a partner and trusted advisor.
• Maintain effective relationships with pre-sales, professional services, and technology teams.
• Partner with the Account Executive.

Experience and Skills

• Project delivery experience in an IT or customer-facing environment
• Process mapping and creating business requirements.
• Numerate and able to conduct data analysis using Excel or other common tools
• Great verbal and written communication skills
• Exp of working in/with large corporates, navigating/managing processes

NICE to have

• Postgraduate degree in a technical or business subject
• Experience of creating business cases
• Experience of data analysis using advanced tools
• Fluency in another language

Attributes

• (Quickly connects with others and can adapt communication styles).
• Articulates technical information clearly and simply.
• Can use knowledge in new situations and contexts
• Has a curious and questioning approach.
• Takes accountability and ownership.
• Looks for continuous improvement opportunities.
• Solution-based thinking.
• Able to manage multiple client projects or workstreams concurrently.
• Able to operate under time and stakeholder pressure. #LI-Remote

About NiCE

NICELtd. (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 crimeand ensure public safety.Every day, NiCE software managesmore than120 million customer interactions and monitors3+billion financial transactions.

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.

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.