Product Customer Success Manager

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Ensure ContactEngine is implemented effectively to achieve anticipated benefits and foster long-term account development.

• Comprehend client contracts thoroughly to guarantee proper fulfillment and mitigate potential issues.

• Identify significant client journeys that meet contract volumes and utilize ContactEngine features.

• Maintain strategic plans for client success based on key business drivers.

• Develop business cases for journeys to steer objectives and prioritization.

• Coordinate client activities, inquiries, and escalations.

• Document and convey technical configuration requirements.

• Deliver high-quality technical and process architecture.

• Assist customers in understanding and utilizing relevant features and functionalities of ContactEngine.

• Recognize and communicate growth opportunities.

• Monitor and relay metrics, performance, and value.

• Conduct quarterly business reviews internally and with clients.

• Provide guidance on technical aspects, customer experience, security, and project delivery.

• Cultivate operational relationships with client stakeholders as a trusted advisor.

• Foster relationships with pre-sales, professional services, and technology teams.

• Collaborate with the Account Executive.

⛳️ Requirements

• Undergraduate degree or relevant experience.

• Experience in project delivery within an IT or customer-facing setting.

• Proficient in process mapping and creating business requirements.

• Strong commercial acumen.

• Numerically skilled and capable of performing data analysis using Excel or other common tools.

• Experience in relationship management.

• Excellent verbal and written communication skills.

• Familiarity with working in/with large corporations, navigating and managing processes.

• Ability to concurrently manage multiple client projects or workstreams.

• Capacity to operate effectively under time and stakeholder pressure.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career advancement.

• Flexible working arrangements to support work-life balance.

• Collaborative and inclusive work environment.