Remote Product Success Architect

Remote; San Francisco (CA); Remote; USD 90,000 - 130,000; Full time

Job summary

NiCE is seeking a Customer Success professional to ensure optimal deployment of ContactEngine, drive client value, and grow strategic accounts across North America and Europe. You will collaborate with client stakeholders and internal teams to align on measurable outcomes and expansion opportunities.

The role focuses on managing contracts, documenting requirements, and delivering value through data-driven insights and strong cross-functional collaboration.

Qualifications

• Undergraduate degree or relevant experience.
• Project delivery experience in IT or customer-facing environment.
• Process mapping and creating business requirements.
• Strong commercial awareness.
• Numerate and able to conduct data analysis using Excel or other tools.
• Relationship management experience.
• Great verbal and written communication skills.
• Experience of working in/with large corporates, navigating processes.

Responsibilities

• Understand the client contract in detail to ensure it is correctly fulfilled.
• Identify journeys that will achieve contract volumes and deliver value with CE capabilities.
• Maintain a strategic client success plan aligned to business drivers.
• Construct business cases for journeys to guide objectives and prioritization.
• Coordinate activities, inquiries and escalations with the client.
• Document and communicate technical configuration requirements clearly.
• Deliver high-quality technical and process architecture.
• Help customers adopt CE features and functionality.
• Identify and communicate growth opportunities.
• Monitor and communicate relevant metrics and value.
• Deliver quarterly business reviews internally and to clients.
• Provide guidance on technology, security and project delivery.

Skills

Undergraduate degree

Project delivery experience

Process mapping

Commercial awareness

Data analysis

Relationship management

Communication skills

Experience with large corporates

Education

Postgraduate degree in technical or business subject

Project management qualification

Experience creating business cases

Advanced data analysis tools

Language fluency

Job description

NiCE is seeking a Customer Success professional to ensure optimal deployment of ContactEngine, drive client value, and grow strategic accounts across North America and Europe. You will collaborate with client stakeholders and internal teams to align on measurable outcomes and expansion opportunities.

The role focuses on managing contracts, documenting requirements, and delivering value through data-driven insights and strong cross-functional collaboration.