Strategic Remote Product Success Manager

NICE; Oregon; Hybrid; USD 80,000 - 110,000; Full time

Job summary

NICE is seeking a Customer Success role focused on deploying ContactEngine for maximal client value across NA, EMEA, and APAC. The role collaborates with stakeholders to drive growth beyond current contracts and ensures renewal opportunities through effective service delivery.

You will manage contracts, build business cases, analyze data in Excel, and coordinate with cross-functional teams to deliver insightful quarterly reviews and measurable outcomes.

Qualifications

• Undergraduate degree, or relevant experience.
• Project delivery experience in an 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 common tools.
• Relationship management experience.
• Great verbal and written communication skills.
• Experience of working in/with large corporates, navigating/managing 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

Commercial awareness

Data analysis

Relationship management

Verbal and written communication

Experience with large corporates

Education

Bachelor’s degree or relevant experience

Postgraduate degree (nice to have)

Job description

NICE is seeking a Customer Success role focused on deploying ContactEngine for maximal client value across NA, EMEA, and APAC. The role collaborates with stakeholders to drive growth beyond current contracts and ensures renewal opportunities through effective service delivery.

You will manage contracts, build business cases, analyze data in Excel, and coordinate with cross-functional teams to deliver insightful quarterly reviews and measurable outcomes.