Product Customer Success Manager

Key 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.
• Experience and Skills
• 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
• Exp of working in/with large corporates, navigating/managing processes
• NICE to have
• Postgraduate degree in a technical or business subject
• Project mgt qualification
• Experience of creating business cases
• Experience of data analysis using advanced tools
• Fluency in another language
• Attributes
• (Quickly connects with others and can adapt communication styles).
• Articulates technical information clearly and simply.
• Learns quickly
• Can use knowledge in new situations and contexts
• Has a curious and questioning approach.
• Takes accountability and ownership.
• Looks for continuous improvement opportunities.
• Solution-based thinking.
• Able to manage multiple client projects or workstreams concurrently.
• Able to operate under time and stakeholder pressure. #LI-Remote

About NiCE

Preferred Qualifications

• Postgraduate degree in a technical or business subject
• Project mgt qualification
• Experience of creating business cases
• Experience of data analysis using advanced tools
• Fluency in another language
• Attributes
• (Quickly connects with others and can adapt communication styles).
• Articulates technical information clearly and simply.
• Learns quickly
• Can use knowledge in new situations and contexts
• Has a curious and questioning approach.
• Takes accountability and ownership.
• Looks for continuous improvement opportunities.
• Solution-based thinking.
• Able to manage multiple client projects or workstreams concurrently.
• Able to operate under time and stakeholder pressure.