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NiCEProduct Customer Success Manager
NiCE seeks a Product Customer Success Manager to join its globally distributed team on a remote basis. In this role, you will oversee accounts in North…
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About This Role
NiCE seeks a Product Customer Success Manager to join its globally distributed team on a remote basis. In this role, you will oversee accounts in North America and Europe, manage client contract fulfillment, and work to ensure clients achieve and exceed expected business benefits. NiCE is a software company serving over 25,000 businesses worldwide, including many Fortune 100 corporations, with solutions focused on customer experiences, financial crime prevention, and public…
Job Description
NiCE seeks a Product Customer Success Manager to join its globally distributed team on a remote basis. In this role, you will oversee accounts in North America and Europe, manage client contract fulfillment, and work to ensure clients achieve and exceed expected business benefits. NiCE is a software company serving over 25,000 businesses worldwide, including many Fortune 100 corporations, with solutions focused on customer experiences, financial crime prevention, and public safety. Operating with more than 8,500 employees across 30-plus countries, the organization provides cloud, artificial intelligence, and digital innovations.
This opportunity suits professionals who can build trusted operational relationships, manage multiple client workstreams simultaneously, and navigate large corporate environments. You will coordinate client activities and escalations, document technical configuration needs, create business cases for customer journeys, and track performance metrics. Success in this position involves partnering closely with internal teams, delivering quarterly business reviews, and identifying avenues for account growth.
Responsibilities
- Analyze client contracts thoroughly to ensure proper fulfillment and prevent issues
- Determine journeys that meet contract volumes while delivering value and leveraging company capabilities
- Maintain a strategic client success plan centered on customer business drivers
- Build business cases for all journeys to direct priorities and objectives
- Coordinate all client communications, inquiries, and escalation handling
- Document and explain technical configuration requirements clearly
- Deliver high-quality process architecture and technical guidance
- Help customers adopt relevant product features and functionality
- Spot and communicate account growth opportunities
- Track and share performance metrics and value measurements
- Present quarterly business reviews internally and to clients
- Offer guidance related to technology, customer experience, security, and project delivery
- Establish operational relationships with client stakeholders as a trusted advisor
- Collaborate with internal pre-sales, professional services, technology, and account executive teams
Requirements
- Undergraduate degree or relevant experience
- Project delivery experience in an IT or customer-facing setting
- Experience with process mapping and creating business requirements
- Strong commercial awareness and numerical competence for data analysis using Excel or similar tools
- Relationship management background
- Verbal and written communication skills
- Background working in or with large corporate entities and managing their processes
Qualifications
- Postgraduate degree in a technical or business discipline
- Project management certification
- Experience building business cases
- Data analysis skills using advanced tools
- Fluency in another language
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this position remote?
Yes, the posting lists the location as remote with a regional focus spanning the US, UK, and Philippines.
What is the employment type?
The source posting does not specify whether the employment type is full-time or part-time.
What salary is offered for this role?
The salary is not stated in the job posting.
Who does this role report to?
This position reports to the Manager, Product Customer Success.
Sample Interview Questions
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