At a glance
- Location
- Remote · United Kingdom - London
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.
About the role
- Ensure client accounts are well managed and growing by improving KPIs and customer benefits, increasing embeddedness, and seeking opportunities for new journeys.
- Support the Manager, Customer Success by training and coaching newer team members, increasing team skills, and providing day-to-day direction and support.
Responsibilities
- Manage multiple accounts/workstreams in a small portfolio.
- Deliver complex technical integrations and projects.
- Understand clients’ contracts and interpret these to create win-win outcomes and avoid issues.
- Maintain a strategic success plan for each client, building on their business drivers.
- Develop operational client stakeholder relationships, becoming a partner and trusted advisor.
- Help customers understand and adopt relevant CE features and functionality.
- Construct and validate business cases.
- Deliver quarterly business reviews internally and to clients.
- Monitor and effectively communicate metrics, performance and value.
- Coach and train CSMs.
Requirements
- Undergraduate degree
- Proven experience in client account/relationship management, or customer success
- Proven experience in technical and customer-facing project delivery, including API integrations
- Management of programs or multi-threaded projects
- Experience in account renewals/upsells/cross-sells
- Significant experience in business analysis and creating business requirements
- Strong commercial awareness
- Creation of business cases for initiatives and projects and 'selling' those to stakeholders
- Significant experience in data analysis using Excel or other tools
- Great verbal and written communication skills
Preferred qualifications
- Postgraduate degree in a technical or business subject
- Project mgt qualification
- Experience in data analysis using advanced tools
- Fluency in another language
Workplace
- Location: Remote
Skills
- Excel
- API Integrations
