NiCE
Overview
NiCE challenges the limits and sets high standards. We are ambitious, game changers, and we strive to execute beyond expectations. This opportunity offers a career with growth potential within a fast-paced, collaborative environment. 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 potential to add clients in the APAC region. The team ensures clients gain and exceed the expected business benefits from their existing contract and creates a service environment where contract renewal occurs naturally and contract expansion is achievable. 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 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. Coordinate all activities, enquiries and escalations with the client. Clearly document and communicate technical configuration requirements. Deliver 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 tools Relationship management experience Great verbal and written communication skills Experience working in/with large corporates, navigating and managing processes This job description is not intended to be all-inclusive, and employees will also perform other reasonable related duties as assigned by immediate supervisor and management as required. The 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. What’s in it for you?
Join an ever-growing, market-disrupting, global company where teams work in a fast-paced, collaborative, and creative environment. As the market leader, NiCE offers opportunities to learn and grow, with internal career paths across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may be our next NiCEr! About NiCE
NICELtd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions daily. Known as an innovation powerhouse in AI, cloud and digital, NiCE is recognized as a market leader 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, disability, veteran status, gender identity, sexual orientation or any other protected characteristic.
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NiCE challenges the limits and sets high standards. We are ambitious, game changers, and we strive to execute beyond expectations. This opportunity offers a career with growth potential within a fast-paced, collaborative environment. 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 potential to add clients in the APAC region. The team ensures clients gain and exceed the expected business benefits from their existing contract and creates a service environment where contract renewal occurs naturally and contract expansion is achievable. 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 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. Coordinate all activities, enquiries and escalations with the client. Clearly document and communicate technical configuration requirements. Deliver 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 tools Relationship management experience Great verbal and written communication skills Experience working in/with large corporates, navigating and managing processes This job description is not intended to be all-inclusive, and employees will also perform other reasonable related duties as assigned by immediate supervisor and management as required. The 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. What’s in it for you?
Join an ever-growing, market-disrupting, global company where teams work in a fast-paced, collaborative, and creative environment. As the market leader, NiCE offers opportunities to learn and grow, with internal career paths across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may be our next NiCEr! About NiCE
NICELtd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions daily. Known as an innovation powerhouse in AI, cloud and digital, NiCE is recognized as a market leader 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, disability, veteran status, gender identity, sexual orientation or any other protected characteristic.
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