Product Customer Success Manager

At NICE, we don’t limit our challenges. We challenge our limits. Constantly. We’re relentless. We’re ambitious. And we make an impact. Our NICErs bring their A game and spend each day turning it into an A+. And if you’re like us, we can offer you the kind of challenge that will light a fire within you.

Product Customer Success Manager

Location: Remote, U.S.

Due to our continual success and growth, our team is looking for a Customer Success Manager to partner with our Sales, Customer Success and Development teams to design and build perfect customer journeys for our clients.

ContactEngine (A NICE Company) is a cloud-hosted conversation platform, and part of NICE CX's suite of customer engagement software. Pro-active and covering all digital channels. We leverage artificial intelligence, natural-language processing and machine-learning so that global brands can transform their customer journeys.

We disrupt the traditional call-centers, being just a fraction of the cost to deploy and run, but with three times the customer engagement rate of its manual call-center predecessors. This means that as well as being lower cost, we can drive corporate KPIs harder and faster, as well as improve the customer experience.

Key Responsibilities:

• Experienced in Agile or another methodology to illustrate end to end process.
• Confidently and clearly communicating the ContactEngine value to clients.
• Accountable for the end to end process from opportunity, validation and planning to delivery.
• A curious and questioning approach. Asking why and looking for continuous improvement.
• Strong partnerships through excellent client relationship management.
• Working in a methodical and process-oriented way.
• Ability to articulate technical information clearly to senior stakeholders.
• Working in close partnership with ContactEngine sales leads and the configuration team.
• Accountability and ownership.
• Provide technical, customer experience, security and delivery expertise and guidance.
• Managing relationships with all internal and external stakeholders.
• Become a trusted technical advisor to Client’s team building strong relationships.
• Working with the ContactEngine reporting and insights teams to monitor key account metrics and develop new and innovative ways to demonstrate ContactEngine’s value.
• Delivering successful technical architecture (end-to-end) to meet our client’s business objectives.
• Understanding the client’s business, understand their key business drivers, and determine how ContactEngine can most effectively deliver the dramatic business improvements.
• A commercially aware approach.

Experience and skills:

• Experience managing large and complex projects end to end.
• Proven service or project delivery experience in an IT or SaaS environment.
• Multilingual would be a benefit.
• Willing to travel (c. 50% of the time).
• Extremely strong commercial awareness, including the creation of business cases.
• Proven relationship management experience, with the ability to communicate, present and influence stakeholders and sponsors within management levels at blue chip organizations.
• Ability to manage multiple accounts and work streams concurrently without loss of quality or attention to detail.
• Detailed knowledge of large corporations operating practices and mechanisms that will enable you to tailor stakeholder management and influence outcomes.
• Strong technical experience, including data analysis (you’ll be very used to using Excel to manipulate large data sets and prove your case).
• Able to operate highly effectively under intense time and business pressure.

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.

About NICE

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NICE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NICE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NICE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.