Senior Product Customer Success Manager

Remote; San Francisco (CA); Remote; USD 110,000 - 150,000; Full time

Job summary

NiCE is seeking a Senior Product Customer Success Manager to oversee client accounts across North America and Europe from a remote location. You will ensure client accounts are well managed and growing by improving KPIs, embeddedness, and driving renewals and expansions.

You will train and coach junior team members, provide day-to-day direction to CSMs, and collaborate with cross-functional teams to deliver complex integrations and strategic outcomes.

Qualifications

• Undergraduate degree required.
• Proven experience in client account/relationship management or customer success.
• Proven experience in technical and customer-facing project delivery, including API integrations.

Responsibilities

• Manage multiple accounts/workstreams in a small portfolio.
• Deliver complex technical integrations and projects.
• Understand contracts to create win-win outcomes.
• Maintain a strategic success plan for each client.
• Develop operational client stakeholder relationships.
• Help customers understand and adopt CE features.
• Construct and validate business cases.
• Deliver quarterly business reviews internally and to clients.
• Monitor and communicate metrics, performance and value.
• Coach and train CSMs.
• Quality assurance of CSM deliverables.
• Assist CSMs with client escalations as first escalation point.
• Partner with sales, professional services, and technology teams.
• Identify and communicate growth opportunities.
• Provide guidance on technical, customer experience, security and project delivery.

Skills

Client management

Technical delivery

Data analysis

Communication

Multi-project management

Renewals upsells cross-sells

Stakeholder management

Coaching

Education

Undergraduate degree

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.

Job Description

Senior Product Customer Success Manager

Region: US, UK

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 ensures clients gain and exceed the expected business benefits from their existing contract and creates a service environment where contract renewal naturally occurs and contract expansion can be easily achieved.

Role Purpose

Ensure client accounts are well managed and growing by improving KPIs and customer benefits, increasing embeddedness, and seeking opportunities for new journeys. In addition, this role supports the Manager, Customer Success by training and coaching the more junior and newer team members to increase team skills, together with providing day-to-day direction and support to CSMs for clients within their portfolio.

Key Responsibilities

• Manage multiple accounts/workstreams in a small portfolio.

• Deliver complex technical integrations and projects.

• Understand clients’ contracts and interpret these to create win-win outcomes and avoid issues.

• Maintain a strategic success plan for each client, building on their business drivers.

• Develop operational client stakeholder relationships, becoming a partner and trusted advisor.

• Help customers understand and adopt relevant CE features and functionality.

• Construct and validate business cases.

• Deliver quarterly business reviews internally and to clients.

• Monitor and effectively communicate metrics, performance and value.

• Coach and train CSMs.

• Quality assurance of CSM deliverables.

• Assist CSMs with client escalations, acting as the first escalation point.

• Partner with sales, professional services, and technology teams.

• Identify and communicate growth opportunities.

• Provide technical, customer experience, security and project delivery guidance.

Experience and Skills

• Undergraduate degree

• Proven experience in client account/relationship management, or customer success

• Proven experience in technical and customer-facing project delivery, including API integrations

• Management of programs or multi-threaded projects

• Experience in account renewals/upsells/cross-sells

• Significant experience in business analysis and creating business requirements

• Strong commercial awareness

• Creation of business cases for initiatives and projects and ‘selling’ those to stakeholders

• Significant experience in data analysis using Excel or other tools

• Great verbal and written communication skills

• Experience of working in/with large corporates, navigating/managing processes
  Nice to have

• Postgraduate degree in a technical or business subject

• Project mgt qualification

• Experience in data analysis using advanced tools

• Fluency in another language

Attributes

• Team builder

• High EQ, with the ability to quickly connect with others and adapt communication styles

• Takes accountability and ownership

• Drives continuous improvement

• Participates actively in meetings and team communications

• Generates ideas

• Proactively offers help

• Future-focused

• Solution-based thinking

• Able to articulate technical information clearly and simply

• A curious and questioning approach

• Able to easily context switch and multitask

• Able to operate under time and stakeholder pressure
  #LI-Remote

About NiCE

NICE Ltd. (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 crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ 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.