Product Customer Success Manager

The role

The Product Customer Success Manager ensures ContactEngine is deployed effectively to drive expected benefits. This person works with client stakeholders and ContactEngine teams to enable long-term account growth.

What you will do

• Understand the client contract in detail to ensure it is correctly fulfilled.
• Identify journeys that achieve contract volumes and leverage ContactEngine capabilities.
• Maintain a strategic client success plan based on business drivers.
• Construct business cases for all journeys to guide objectives and prioritization.
• Co-ordinate all activities, enquiries and escalations with the client.
• Document and communicate technical configuration requirements.
• Deliver high quality technical and process architecture.
• Help customers understand and adopt relevant CE features and functionality.
• Identify and communicate growth opportunities.
• Monitor and communicate metrics, performance and value.

Required qualifications

• 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

About the company

NICE Ltd. software products are used by 25,000+ global businesses to deliver customer experiences, fight financial crime and ensure public safety. The company is an innovation powerhouse in AI, cloud and digital with over 8,500 employees across 30+ countries.