Product Customer Success Manager

Summary

Join NiCE's Customer Success Team as a Product Customer Success Manager and play a pivotal role in ensuring client success with Proactive AI Agent. You will manage clients across North America and Europe, working to exceed expected business benefits from existing contracts and fostering contract renewals and expansions. This role demands a deep understanding of client contracts, the ability to identify effective deployment strategies for Proactive AI Agent, and the creation of strategic client success plans. You will collaborate with various teams, including pre-sales, professional services, and technology, to ensure seamless client onboarding and ongoing support. The ideal candidate possesses a strong technical background, exceptional communication skills, and a proven track record of success in client relationship management within the IT industry.

Requirements

• Bachelor's degree in a related technology field
• 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 tool
• Relationship management experience
• Great verbal and written communication skills
• Experience working in/with large corporates, navigating/managing processes

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 Proactive AI Agent’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

Preferred Qualifications

MBA

Benefits

• Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment!
• As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations