Senior Product Customer Success Manager

<div class="content-intro"><p>At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.</p></div><p><strong><span data-contrast="none">Job Description</span></strong><span data-ccp-props="{"201341983":0,"335559740":257}">&nbsp;</span></p> <p><strong><span data-contrast="none">Senior Product Customer Success Manager</span></strong><span data-ccp-props="{"201341983":0,"335559740":257}">&nbsp;</span></p> <p><span data-contrast="none">&nbsp;</span><span data-ccp-props="{"201341983":0,"335559740":257}">&nbsp;</span></p> <p><strong><span data-contrast="none">Region:</span></strong><span data-contrast="none"> US, UK</span><span data-ccp-props="{"201341983":0,"335559740":257}">&nbsp;</span></p> <p><strong><span data-contrast="none">Location:</span></strong><span data-contrast="none"> Remote</span><span data-ccp-props="{"201341983":0,"335559740":257}">&nbsp;</span></p> <p><strong><span data-contrast="none">Reports To:</span></strong><span data-contrast="none"> Manager, Product Customer Success</span><span data-ccp-props="{"201341983":0,"335559740":257}">&nbsp;</span></p> <p><span data-contrast="none">&nbsp;</span><span data-ccp-props="{"201341983":0,"335559740":257}">&nbsp;</span></p> <p><strong><span data-contrast="none">The Customer Success Team</span></strong><span data-ccp-props="{"201341983":0,"335559740":257}">&nbsp;</span></p> <p><span data-contrast="none">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.&nbsp; It ensures clients gain and exceed the expected business benefits from their existing contract and creates a service environment where contract renewal naturally occurs and contract expansion can be easily achieved.</span><span data-ccp-props="{"201341983":0,"335559740":257}">&nbsp;</span></p> <p><span data-contrast="none">&nbsp;</span><span data-ccp-props="{"201341983":0,"335559740":257}">&nbsp;</span></p> <p><strong><span data-contrast="none">Role Purpose</span></strong><span data-ccp-props="{"201341983":0,"335559740":257}">&nbsp;</span></p> <p><span data-contrast="none">Ensure client accounts are well managed and growing by improving KPIs and customer benefits, increasing embeddedness, and seeking opportunities for new journeys. In addition, this role supports the Manager, Customer Success by training and coaching the more junior and newer team members to increase team skills, together with providing day-to-day direction and support to CSMs for clients within their portfolio.&nbsp;</span><span data-ccp-props="{"201341983":0,"335559740":257}">&nbsp;</span></p> <p><span data-contrast="none">&nbsp;</span><span data-ccp-props="{"201341983":0,"335559740":257}">&nbsp;</span></p> <p><strong><span data-contrast="none">Key Responsibilities</span></strong><span data-ccp-props="{"201341983":0,"335559740":257}">&nbsp;</span></p> <ul> <li data-leveltext="•" data-font="Calibri" data-listid="3" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769226":"Calibri","469769242":[65533,0],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="none">Manage multiple accounts/workstreams in a small portfolio.</span><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":257}">&nbsp;</span></li> </ul> <ul> <li data-leveltext="•" data-font="Calibri" data-listid="3" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769226":"Calibri","469769242":[65533,0],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1"><span data-contrast="auto">Deliver complex technical integrations and projects.</span><span data-ccp-props="{}">&nbsp;</span></li> </ul> <ul> <li data-leveltext="•" data-font="Calibri" data-listid="3" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769226":"Calibri","469769242":[65533,0],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1"><span data-contrast="auto">Understand clients’ contracts and interpret these to create win-win outcomes and avoid issues.</span><span data-ccp-props="{}">&nbsp;</span></li> </ul> <ul> <li data-leveltext="•" data-font="Calibri" data-listid="3" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769226":"Calibri","469769242":[65533,0],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="4" data-aria-level="1"><span data-contrast="auto">Maintain a strategic success plan for each client, building on their business drivers.</span><span data-ccp-props="{}">&nbsp;</span></li> </ul> <ul> <li data-leveltext="•" data-font="Calibri" data-listid="3" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769226":"Calibri","469769242":[65533,0],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="5" data-aria-level="1"><span data-contrast="auto">Develop operational client stakeholder relationships, becoming a partner and trusted advisor.</span><span data-ccp-props="{}">&nbsp;</span></li> </ul> <ul> <li data-leveltext="•" data-font="Calibri" data-listid="3" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769226":"Calibri","469769242":[65533,0],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="6" data-aria-level="1"><span data-contrast="auto">Help customers understand and adopt relevant CE features and functionality.</span><span data-ccp-props="{}">&nbsp;</span></li> </ul> <ul> <li data-leveltext="•" data-font="Calibri" data-listid="3" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769226":"Calibri","469769242":[65533,0],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="7" data-aria-level="1"><span data-contrast="auto">Construct and validate business cases.</span><span data-ccp-props="{}">&nbsp;</span></li> </ul> <ul> <li data-leveltext="•" data-font="Calibri" data-listid="3" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769226":"Calibri","469769242":[65533,0],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="8" data-aria-level="1"><span data-contrast="auto">Deliver quarterly business reviews internally and to clients.</span><span data-ccp-props="{}">&nbsp;</span></li> </ul> <ul> <li data-leveltext="•" data-font="Calibri" data-listid="3" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769226":"Calibri","469769242":[65533,0],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="9" data-aria-level="1"><span data-contrast="auto">Monitor and effectively communicate metrics, performance and value.</span><span data-ccp-props="{}">&nbsp;</span></li> </ul> <ul> <li data-leveltext="•" data-font="Calibri" data-listid="3" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769226":"Calibri","469769242":[65533,0],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="10" data-aria-level="1"><span data-contrast="auto">Coach and train CSMs.&nbsp;</span><span data-ccp-props="{}">&nbsp;</span></li> </ul> <ul> <li data-leveltext="•" data-font="Calibri" data-listid="3" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769226":"Calibri","469769242":[65533,0],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="11" data-aria-level="1"><span data-contrast="auto">Quality assurance of CSM deliverables.</span><span data-ccp-props="{}">&nbsp;</span></li> </ul> <ul> <li data-leveltext="•" data-font="Calibri" data-listid="3" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769226":"Calibri","469769242":[65533,0],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="12" data-aria-level="1"><span data-contrast="auto">Assist CSMs with client escalations, acting as the first escalation point.</span><span data-ccp-props="{}">&nbsp;</span></li> </ul> <ul> <li data-leveltext="•" data-font="Calibri" data-listid="3" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769226":"Calibri","469769242":[65533,0],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="13" data-aria-level="1"><span data-contrast="auto">Partner with sales, professional services, and technology teams.</span><span data-ccp-props="{}">&nbsp;</span></li> </ul> <ul> <li data-leveltext="•" data-font="Calibri" data-listid="3" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769226":"Calibri","469769242":[65533,0],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="14" data-aria-level="1"><span data-contrast="auto">Identify and communicate growth opportunities.&nbsp;</span><span data-ccp-props="{}">&nbsp;</span></li> </ul> <ul> <li data-leveltext="•" data-font="Calibri" data-listid="3" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769226":"Calibri","469769242":[65533,0],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="15" data-aria-level="1"><span data-contrast="auto">Provide technical, customer experience, security and project delivery guidance.&nbsp;</span><span data-ccp-props="{}">&nbsp;</span></li> </ul> <p><span data-ccp-props="{"335559685":720}">&nbsp;</span></p> <p><strong><span data-contrast="none">Experience and Skills</span></strong><span data-ccp-props="{"201341983":0,"335559685":720,"335559739":0,"335559740":257,"335559991":360}">&nbsp;</span></p> <ul> <li data-leveltext="•" data-font="Calibri" data-listid="4" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769226":"Calibri","469769242":[65533,0],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="none">Undergraduate degree&nbsp;</span><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":257}">&nbsp;</span></li> </ul> <ul> <li data-leveltext="•" data-font="Calibri" data-listid="4" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769226":"Calibri","469769242":[65533,0],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1"><span data-contrast="auto">Proven experience in client account/relationship management, or customer success&nbsp;</span><span data-ccp-props="{}">&nbsp;</span></li> </ul> <ul> <li data-leveltext="•" data-font="Calibri" data-listid="4" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769226":"Calibri","469769242":[65533,0],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1"><span data-contrast="auto">Proven experience in technical and customer-facing project delivery, including API integrations</span><span data-ccp-props="{}">&nbsp;</span></li> </ul> <ul> <li data-leveltext="•" data-font="Calibri" data-listid="4" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769226":"Calibri","469769242":[65533,0],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="4" data-aria-level="1"><span data-contrast="auto">Management of programs or multi-threaded projects</span><span data-ccp-props="{}">&nbsp;</span></li> </ul> <ul> <li data-leveltext="•" data-font="Calibri" data-listid="4" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769226":"Calibri","469769242":[65533,0],"469777803":"left",