Senior Product Customer Success Manager

NICE; United States; À distance; GBP 70 000 - 100 000; Plein temps

Résumé du poste

NiCE is seeking a Senior Product Customer Success Manager to drive account growth across US/UK with a focus on client success, API integrations, and strategic planning. You will collaborate with sales, professional services and tech teams to expand contracts and renewals.

The role emphasizes coaching junior CSMs, delivering complex integrations, and building long-term customer value in a global remote setup.

Qualifications

• Experience in client account/relationship management or customer success.
• Proven experience in technical and customer-facing project delivery, including API integrations.
• Experience managing programs or multi-threaded projects.
• Experience in account renewals/upsells/cross-sells.
• Significant experience in business analysis and creating business requirements.
• Creation of business cases for initiatives and projects and selling those to stakeholders.
• Significant experience in data analysis using Excel or other tools.
• Excellent verbal and written communication skills.
• Experience of working in/with large corporates, navigating processes.
• Postgraduate degree in a technical or business subject.
• Experience in data analysis using advanced tools.
• Fluency in another language.

Responsabilités

• 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.
• Maintain a strategic success plan for each client based on business drivers.
• Develop operational client stakeholder relationships and act as trusted advisor.
• Help customers understand and adopt CE features and functionality.
• Construct and validate business cases.
• Deliver quarterly business reviews for internal and client audiences.
• Monitor and communicate metrics, performance and value.
• Coach and train CSMs and support escalation handling.

Connaissances

Client relationship management

Technical and customer-facing project"

Program/project management

Account renewals/upsells/cross-sells

Business analysis

Business cases creation

Data analysis

Verbal and written communication

Experience with large corporates

Postgraduate degree in technical or商业?

Fluency in another language

API integrations

Formation

Postgraduate degree in a technical or business subject

Outils

Excel

API integrations

Description du poste

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

• 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
• 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
• Postgraduate degree in a technical or business subject
• 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
• 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

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.