- Delivering successful technical architecture (end-to-end) to meet our client's business objectives.
- Become a trusted technical advisor to Client's team building strong relationships.
- Maintain a deep understanding of the ContactEngine product and help customers adopt the most relevant features and functionality.
- Understanding the client's business, understand their key business drivers, and determine how ContactEngine can most effectively deliver the dramatic business improvements.
- Working in close partnership with ContactEngine sales leads and the configuration team.
- Accountable for the end to end process from opportunity, validation and planning to delivery.
- Managing relationships with all internal and external stakeholders.
- Provide technical, customer experience, security and delivery expertise and guidance.
- Working in a methodical and process-oriented way.
- Working with the ContactEngine reporting and insights teams to monitor key account metrics and develop new and innovative ways to demonstrate ContactEngine's value.
- Confidently and clearly communicating the ContactEngine value to clients.
- Strong partnerships through excellent client relationship management.
- Experienced in Agile or another methodology to illustrate end to end process.
- Ability to articulate technical information clearly to senior stakeholders.
- A curious and questioning approach. Asking why and looking for continuous improvement.
- Accountability and ownership.
- A commercially aware approach.
- Proven service or project delivery experience in an IT or SaaS environment.
- Extremely strong commercial awareness, including the creation of business cases.
- Experience managing large and complex projects end to end.
- Strong technical experience, including data analysis (you'll be very used to using Excel to manipulate large data sets and prove your case).
- Proven relationship management experience, with the ability to communicate, present and influence stakeholders and sponsors within management levels at blue chip organizations.
- Detailed knowledge of large corporations operating practices and mechanisms that will enable you to tailor stakeholder management and influence outcomes.
- Ability to manage multiple accounts and work streams concurrently without loss of quality or attention to detail.
- Able to operate highly effectively under intense time and business pressure.
- Multilingual would be a benefit.
Customer Success Manager(1 Year Contract) - London, United Kingdom - NICE
Description
At NICE, we don't limit our challenges. We challenge our limits. Constantly. We're relentless. We're ambitious. And we make an impact. Our NICErs bring their A game and spend each day turning it into an A+. And if you're like us, we can offer you the kind of challenge that will light a fire within you.
ContactEngine is a cloud-hosted conversation platform, and part of NICE CXone's suite of customer engagement software. Pro-active and covering all digital channels, ContactEngine leverages artificial intelligence, natural-language processing and machine-learning so that global brands can transform their customer journeys.
ContactEngine disrupts the traditional call-centers, being just a fraction of the cost to deploy and run, but with three times the customer engagement rate of its manual call-center predecessors. This means that as well as being lower cost, ContactEngine can drive corporate KPIs harder and faster, as well as improve the customer experience.
Key Responsibilities:
Experience and skills: