Product Customer Success Manager

Overview

Product Customer Success Manager role within NiCE's Customer Success Team, ensuring ContactEngine is deployed effectively to deliver expected client benefits and enabling long-term account growth beyond the current contract.

What you'll do

• 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 they 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.
• Deliver high quality technical and process architecture.
• Help customers understand and adopt relevant ContactEngine 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.

What you'll need

• 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.

Nice to have

• Postgraduate degree in a technical or business subject.
• Project management qualification.
• Experience of creating business cases.
• Experience of data analysis using advanced tools.
• Fluency in another language.

Details

• Location: Remote (United Kingdom).
• Region: US, UK, PH.
• Reports to: Manager, Product Customer Success.