Senior Product Success Manager - Remote Growth

Remote; San Francisco (CA); Teletrabalho; USD 110 000 - 150 000; Tempo integral

Resumo da oferta

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.

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

Client management

Technical delivery

Data analysis

Communication

Multi-project management

Renewals upsells cross-sells

Stakeholder management

Coaching

Formação académica

Undergraduate degree

Postgraduate degree

Ferramentas

Excel

Descrição da oferta de emprego

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.