Senior Product Customer Success Manager

🔥 5 minutes ago

🌐 United Kingdom, United States – Remote

🇬🇧 United Kingdom – Remote 🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

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This company has sponsored UK Skilled Worker visas in the past.

👻 Ghost score 10%

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NICE

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1991

☁️ SaaS

🤖 Artificial Intelligence

📡 Telecommunications

SaaS • Artificial Intelligence • Telecommunications

NICE is a leading provider of AI-powered customer service automation solutions, transforming contact centers into world-class customer experience centers. Their CXone Mpower platform offers end-to-end automation of customer service workflows, integrating human and AI agents to deliver efficient and personalized customer interactions. NICE's offerings include AI for customer experience, digital and self-service solutions, workforce engagement and management, and complete cloud-based contact center platforms. They are recognized as a leader in the Contact Center as a Service (CCaaS) industry, providing tools for increased operational efficiency, employee engagement, and enhanced customer satisfaction.

📋 Description

• 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 • Provide 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 • Support the Manager, Customer Success through coaching, training, and day-to-day direction of CSMs

🎯 Requirements

• 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 • Able to articulate technical information clearly and simply • Able to easily context switch and multitask • Able to operate under time and stakeholder pressure • Postgraduate degree in a technical or business subject (NICE to have) • Project mgt qualification (NICE to have) • Experience in data analysis using advanced tools (NICE to have) • Fluency in another language (NICE to have)