Product Customer Success Manager, CX

So, what’s the role all about?

With a presence in the USA, UK and Philippines, the Customer Success Team manages clients across North America and Europe, with the expectation of adding further clients in the APAC region.  It is responsible for ensuring the client gains and exceeds the expected business benefits from their existing contract, and for creating a service environment where contract renewal naturally occurs and where contract expansion can be easily achieved.  In this role, a Product Customer Success Manager will ensure Proactive AI Agent is deployed in the most effective way to drive the expected benefits and to work with client stakeholders and Proactive AI Agent teams to enable the long-term growth of the account beyond the current contract horizon.  

How will you make an impact?

• 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.

 

Have you got what it takes?

• Bachelor's degree in a related technology field. MBA Preferred
• 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

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.​

Requisition ID: 
Reporting into: Director, Business Operations and Customer Success
Role Type: Individual Contributor

What’s in it for you?

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. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NiCEr!