Senior Product Customer Success Manager

Overview

Senior Product Customer Success Manager role within NiCE's Customer Success Team, managing client accounts to improve KPIs, grow embeddedness and identify new opportunities, while coaching and supporting junior CSMs.

What you'll do

• Manage multiple accounts and workstreams in a small portfolio.
• Deliver complex technical integrations and projects.
• Understand clients' contracts and interpret them 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.

What you'll need

• 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 management qualification.
• Experience in data analysis using advanced tools.
• Fluency in another language.

Details

• Location: Remote, region US and UK.
• Reports to: Manager, Product Customer Success.