Senior Product Customer Success Manager
New
N
NiCECustomer experience software
Region: US, UK; Location: RemoteFull-TimeManager
Salary not disclosed
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Job Details
- Required Skills
- Business AnalysisData AnalysisMicrosoft ExcelCustomer Success
Requirements
- Undergraduate degree.
- Proven experience in client account or relationship management, or customer success.
- Proven experience in technical and customer-facing project delivery, including API integrations.
- Experience managing programs or multi-threaded projects.
- Experience in account renewals, upsells, and cross-sells.
- Significant experience in business analysis and creating business requirements.
- Strong commercial awareness.
- Experience creating business cases for initiatives and projects and presenting them to stakeholders.
- Significant experience in data analysis using Excel or other tools.
- Experience working in or with large corporates and navigating or managing processes.
- Postgraduate degree in a technical or business subject, project management qualification, and advanced data analysis tools are nice to have.
Responsibilities
- Manage multiple accounts and workstreams in a small portfolio.
- Deliver complex technical integrations and projects.
- Maintain a strategic success plan for each client based on their business drivers.
- Develop operational client stakeholder relationships and act as a trusted advisor.
- Help customers understand and adopt relevant CE features and functionality.
- Construct and validate business cases, and deliver quarterly business reviews internally and to clients.
- Monitor and communicate metrics, performance, and value.
- Coach and train CSMs, quality-assure their deliverables, and assist with client escalations.
- Partner with sales, professional services, and technology teams to identify and communicate growth opportunities.
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