Product Customer Success Manager

So, what’s the role all about? 

To support continued growth, our team is looking for a Senior Customer Success Manager to partner with our Sales, Customer Success and Development teams to design and build perfect customer journeys for our clients.

ContactEngine is a cloud-hosted conversation platform, and part of NICE CXone's suite of customer engagement software. Pro-active and covering all digital channels, ContactEngine leverages artificial intelligence, natural-language processing and machine-learning so that global brands can transform their customer journeys.

ContactEngine disrupts the traditional call-centers, being just a fraction of the cost to deploy and run, but with three times the customer engagement rate of its manual call-center predecessors. This means that as well as being lower cost, ContactEngine can drive corporate KPIs harder and faster, as well as improve the customer experience.

How will you make an impact?

• Drive the strategic direction of our client accounts.
• Identify and develop opportunities for growth within your accounts.
• Mentor more junior Customer Success Managers to help with their continued development
• Delivering successful technical architecture (end-to-end) to meet our client’s business objectives.
• Become a trusted technical advisor to Client’s team building strong relationships.
• Maintain a deep understanding of the ContactEngine product and help customers adopt the most relevant features and functionality.
• Understanding the client’s business, understand their key business drivers, and determine how ContactEngine can most effectively deliver the dramatic business improvements.
• Working in close partnership with ContactEngine sales leads and the configuration team.
• Accountable for the end to end process from opportunity, validation and planning to delivery.
• Managing relationships with all internal and external stakeholders.
• Provide technical, customer experience, security and delivery expertise and guidance.
• Working in a methodical and process-oriented way.
• Working with the ContactEngine reporting and insights teams to monitor key account metrics and develop new and innovative ways to demonstrate ContactEngine’s value.
• Confidently and clearly communicating the ContactEngine value to clients.
• Strong partnerships through excellent client relationship management.
• Experienced in Agile or another methodology to illustrate end to end process.
• Ability to articulate technical information clearly to senior stakeholders.
• A curious and questioning approach. Asking why and looking for continuous improvement.
• Accountability and ownership.
• A commercially aware approach.

Have you got what it takes?

• Proven service or project delivery experience in an IT or SaaS environment.
• Extremely strong commercial awareness, including the creation of business cases.
• Experience managing large and complex projects end to end.
• Strong technical experience, including data analysis (you’ll be very used to using Excel to manipulate large data sets and prove your case).
• Proven relationship management experience, with the ability to communicate, present and influence stakeholders and sponsors within management levels at blue chip organizations.
• Detailed knowledge of large corporations operating practices and mechanisms that will enable you to tailor stakeholder management and influence outcomes.
• Ability to manage multiple accounts and work streams concurrently without loss of quality or attention to detail.
• Able to operate highly effectively under intense time and business pressure.
• Experience leading or guiding small teams.
• Multilingual would be a benefit.

Enjoy NICE-FLEX!

At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Requisition ID: 5913.

Reporting into: Manager, Product Customer Success.

Role type: Individual contributor.

#LI-Hybrid