Product Customer Success Manager

Region: US, UK, PH 

Location: Remote 

Reports To: Manager, Product Customer Success 

The Customer Success Team 

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. 

Role Purpose 

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.   

Key Responsibilities 

• Understand the client contract in detail to ensure it is correctly fulfilled and issues are avoided.
• Identify journeys that will achieve the contract volumes, ensuring that the journeys provide. value to the client and leverage ContactEngine’s capabilities and differentiators.
• Maintain a strategic client success plan, building on their business drivers.
• Construct business cases for all journeys to guide objectives and prioritization.
• Co-ordinate all activities, enquiries and escalations with the client.
• Clearly document and communicate technical configuration requirements.
• Delivery of high quality technical and process architecture.
• Help customers understand and adopt relevant CE features and functionality.  
• Identify and communicate growth opportunities.
• Monitor and effectively communicate metrics, performance and value.
• Deliver quarterly business reviews internally and to clients.
• Provide technical, customer experience, security and project delivery guidance.  
• Develop operational client stakeholder relationships, becoming a partner and trusted advisor.
• Maintain effective relationships with pre-sales, professional services, and technology teams.
• Partner with the Account Executive. 

Experience and Skills

• Undergraduate degree, or relevant experience.
• Project delivery experience in an IT or customer-facing environment  
• Process mapping and creating business requirements.  
• Strong commercial awareness  
• Numerate and able to conduct data analysis using Excel or other common tools  
• Relationship management experience  
• Great verbal and written communication skills  
• Exp of working in/with large corporates, navigating/managing processes  

 
NICE to have

• Postgraduate degree in a technical or business subject  
• Project mgt qualification  
• Experience of creating business cases  
• Experience of data analysis using advanced tools  
• Fluency in another language 

 
 
Attributes 

• (Quickly connects with others and can adapt communication styles).
• Articulates technical information clearly and simply.  
• Learns quickly
• Can use knowledge in new situations and contexts
• Has a curious and questioning approach.  
• Takes accountability and ownership.  
• Looks for continuous improvement opportunities.  
• Solution-based thinking.
• Able to manage multiple client projects or workstreams concurrently.  
• Able to operate under time and stakeholder pressure.
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