Product Customer Success Manager

🕒 October 13

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

🇬🇧 UK Skilled Worker Visa Sponsor

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

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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

• Ensure ContactEngine is deployed effectively to drive expected benefits and support long-term account growth. • Understand client contracts in detail to ensure correct fulfillment and avoid issues. • Identify valuable client journeys that achieve contract volumes and leverage ContactEngine capabilities. • Maintain strategic client success plans based on business drivers. • Construct business cases for journeys to guide objectives and prioritization. • Coordinate client activities, enquiries, and escalations. • Document and communicate technical configuration requirements. • Deliver high-quality technical and process architecture. • Help customers understand and adopt relevant ContactEngine features and functionality. • Identify and communicate growth opportunities. • Monitor and 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 as a trusted advisor. • Maintain relationships with pre-sales, professional services, and technology teams. • Partner with the Account Executive.

🎯 Requirements

• 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 • Experience of working in/with large corporates, navigating/managing processes • Ability to manage multiple client projects or workstreams concurrently • Ability to operate under time and stakeholder pressure

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