<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">Region:</span></strong><span data-contrast="none"> US, UK, PH</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 is responsible for ensuring the client gains and exceeds the expected business benefits from their existing contract, and for creating a service environment where contract renewal naturally occurs and where contract expansion can be easily achieved.</span><span data-ccp-props="{"201341983":0,"335559740":257}"> </span></p> <p><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 ContactEngine is deployed in the most effective way to drive the expected benefits and to work with client stakeholders and ContactEngine teams to enable the long-term growth of the account beyond the current contract horizon. </span><span data-contrast="none"> </span><span data-ccp-props="{"201341983":0,"335559740":257}"> </span></p> <p><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><span data-contrast="none">Understand the client contract in detail to ensure it is correctly fulfilled and issues are avoided.</span></li> <li>Identify journeys that will achieve the contract volumes, ensuring that the journeys provide. value to the client and leverage ContactEngine’s capabilities and differentiators.</li> <li>Maintain a strategic client success plan, building on their business drivers.</li> <li>Construct business cases for all journeys to guide objectives and prioritization.</li> <li>Co-ordinate all activities, enquiries and escalations with the client.</li> <li>Clearly document and communicate technical configuration requirements.</li> <li>Delivery of high quality technical and process architecture.</li> <li>Help customers understand and adopt relevant CE features and functionality. <span data-ccp-props="{}"> </span></li> <li>Identify and communicate growth opportunities.</li> <li>Monitor and effectively communicate metrics, performance and value.</li> <li>Deliver quarterly business reviews internally and to clients.</li> <li>Provide technical, customer experience, security and project delivery guidance. <span data-ccp-props="{}"> </span></li> <li>Develop operational client stakeholder relationships, becoming a partner and trusted advisor.</li> <li>Maintain effective relationships with pre-sales, professional services, and technology teams.</li> <li>Partner with the Account Executive.<span data-ccp-props="{}"> </span></li> </ul> <p><span data-ccp-props="{"201341983":0,"335559685":720,"335559739":0,"335559740":257,"335559991":360}"> </span></p> <p><strong><span data-contrast="none">Experience and Skills</span></strong></p> <ul> <li><span data-contrast="none">Undergraduate degree, or relevant experience.</span></li> <li>Project delivery experience in an IT or customer-facing environment <span data-ccp-props="{}"> </span></li> <li>Process mapping and creating business requirements. <span data-ccp-props="{}"> </span></li> <li>Strong commercial awareness <span data-ccp-props="{}"> </span></li> <li>Numerate and able to conduct data analysis using Excel or other common tools <span data-ccp-props="{}"> </span></li> <li>Relationship management experience <span data-ccp-props="{}"> </span></li> <li>Great verbal and written communication skills <span data-ccp-props="{}"> </span></li> <li>Exp of working in/with large corporates, navigating/managing