Senior Product Customer Success Manager

NICEUnited Kingdom only

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At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

Job Description

Senior Product Customer Success Manager

Region: US, UK
Location: Remote
Reports To: Manager, Product Customer Success

The Customer Success Team

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Senior Product Customer Success Manager at NICE · ApplyPick

Manage multiple accounts/workstreams in a small portfolio.
Deliver complex technical integrations and projects.
Understand clients’ contracts and interpret these 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.
Experience and Skills
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 mgt qualification
Experience in data analysis using advanced tools
Fluency in another language
Attributes
Team builder
High EQ, with the ability to quickly connect with others and adapt communication styles
Takes accountability and ownership
Drives continuous improvement
Participates actively in meetings and team communications
Generates ideas
Proactively offers help
Future-focused
Solution-based thinking
Able to articulate technical information clearly and simply
A curious and questioning approach
Able to easily context switch and multitask
Able to operate under time and stakeholder pressure

Senior Product Customer Success Manager

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Job Description

Senior Product Customer Success Manager

The Customer Success Team

Senior Product Customer Success Manager

Apply now

Job Description

Senior Product Customer Success Manager

The Customer Success Team

Role Purpose

Key Responsibilities

About NiCE

Apply now