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At a glance
- Education
- Master's
Skills mentioned
customer success
About the role
<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}"> </span></p>
<p><strong><span data-contrast="none">Senior Product Customer Success Manager</span></strong><span data-ccp-props="{"201341983":0,"335559740":257}"> </span></p>
<p><span data-contrast="none"> </span><span data-ccp-props="{"201341983":0,"335559740":257}"> </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}"> </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}"> </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}"> </span></p>
<p><span data-contrast="none"> </span><span data-ccp-props="{"201341983":0,"335559740":257}"> </span></p>
<p><strong><span data-contrast="none">The Customer Success Team</span></strong><span data-ccp-props="{"201341983":0,"335559740":257}"> </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. 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}"> </span></p>
<p><span data-contrast="none"> </span><span data-ccp-props="{"201341983":0,"335559740":257}"> </span></p>
<p><strong><span data-contrast="none">Role Purpose</span></strong><span data-ccp-props="{"201341983":0,"335559740":257}"> </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. </span><span data-ccp-props="{"201341983":0,"335559740":257}"> </span></p>
<p><span data-contrast="none"> </span><span data-ccp-props="{"201341983":0,"335559740":257}"> </span></p>
<p><strong><span data-contrast="none">Key Responsibilities</span></strong><span data-ccp-props="{"201341983":0,"335559740":257}"> </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}"> </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="{}"> </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="{}"> </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="{}"> </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="{}"> </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="{}"> </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="{}"> </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="{}"> </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="{}"> </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. </span><span data-ccp-props="{}"> </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="{}"> </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="{}"> </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="{}"> </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. </span><span data-ccp-props="{}"> </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. </span><span data-ccp-props="{}"> </span></li>
</ul>
<p><span data-ccp-props="{"335559685":720}"> </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}"> </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 </span><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":257}"> </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 </span><span data-ccp-props="{}"> </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="{}"> </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="{}"> </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="5" data-aria-level="1"><span data-contrast="auto">Experience in account renewals/upsells/cross-sells </span><span data-ccp-props="{}"> </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="6" data-aria-level="1"><span data-contrast="auto">Significant experience in business analysis and creating business requirements</span><span data-ccp-props="{}"> </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="7" data-aria-level="1"><span data-contrast="auto">Strong commercial awareness </span><span data-ccp-props="{}"> </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="8" data-aria-level="1"><span data-contrast="auto">Creation of business cases for initiatives and projects and ‘selling’ those to stakeholders</span><span data-ccp-props="{}"> </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="9" data-aria-level="1"><span data-contrast="auto">Significant experience in data analysis using Excel or other tools </span><span data-ccp-props="{}"> </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="10" data-aria-level="1"><span data-contrast="auto">Great verbal and written communication skills</span><span data-ccp-props="{}"> </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="11" data-aria-level="1"><span data-contrast="auto">Experience of working in/with large corporates, navigating/managing processes</span> <br> <br><em><span data-contrast="none">NICE to have</span></em><span data-ccp-props="{}"> </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="12" data-aria-level="1"><em><span data-contrast="none">Postgraduate degree in a technical or business subject </span></em><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":257}"> </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="13" data-aria-level="1"><em><span data-contrast="auto">Project mgt qualification </span></em><span data-ccp-props="{}"> </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="14" data-aria-level="1"><em><span data-contrast="auto">Experience in data analysis using advanced tools </span></em><span data-ccp-props="{}"> </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="15" data-aria-level="1"><em><span data-contrast="auto">Fluency in another language</span></em><span data-ccp-props="{}"> </span></li>
</ul>
<p> <br> <br><strong><span data-contrast="none">Attributes</span></strong><span data-ccp-props="{"201341983":0,"335559685":360,"335559739":0,"335559740":257}"> </span></p>
<ul>
<li data-leveltext="•" data-font="Calibri" data-listid="14" 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="auto">Team builder</span><span data-ccp-props="{}"> </span></li>
</ul>
<ul>
<li data-leveltext="•" data-font="Calibri" data-listid="14" 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">High EQ, with the ability to quickly connect with others and adapt communication styles</span><span data-ccp-props="{}"> </span></li>
</ul>
<ul>
<li data-leveltext="•" data-font="Calibri" data-listid="14" 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">Takes accountability and ownership </span><span data-ccp-props="{}"> </span></li>
</ul>
<ul>
<li data-leveltext="•" data-font="Calibri" data-listid="14" 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="none">Drives continuous improvement </span><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":257}"> </span></li>
</ul>
<ul>
<li data-leveltext="•" data-font="Calibri" data-listid="14" 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">Participates actively in meetings and team communications </span><span data-ccp-props="{}"> </span></li>
</ul>
<ul>
<li data-leveltext="•" data-font="Calibri" data-listid="14" 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">Generates ideas </span><span data-ccp-props="{}"> </span></li>
</ul>
<ul>
<li data-leveltext="•" data-font="Calibri" data-listid="14" 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">Proactively offers help </span><span data-ccp-props="{}"> </span></li>
</ul>
<ul>
<li data-leveltext="•" data-font="Calibri" data-listid="14" 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">Future-focused</span><span data-ccp-props="{}"> </span></li>
</ul>
<ul>
<li data-leveltext="•" data-font="Calibri" data-listid="14" 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">Solution-based thinking</span><span data-ccp-props="{}"> </span></li>
</ul>
<ul>
<li data-leveltext="•" data-font="Calibri" data-listid="14" 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="none">Able to articulate technical information clearly and simply </span><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":257}"> </span></li>
</ul>
<ul>
<li data-leveltext="•" data-font="Calibri" data-listid="14" 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">A curious and questioning approach </span><span data-ccp-props="{}"> </span></li>
</ul>
<ul>
<li data-leveltext="•" data-font="Calibri" data-listid="14" 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">Able to easily context switch and multitask</span><span data-ccp-props="{}"> </span></li>
</ul>
<ul>
<li data-leveltext="•" data-font="Calibri" data-listid="14" 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">Able to operate under time and stakeholder pressure</span><span data-ccp-props="{}"> <br><br>#LI-Remote<br></span></li>
</ul>
<p><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":257}"> </span></p>
<p><span data-ccp-props="{}"> </span></p><div class="content-conclusion"><p><em><strong>About NiCE </strong></em></p>
<p><em>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. </em></p>
<p><em>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. </em></p>
<p><em>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.</em></p>
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