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Senior Customer Success Manager

3 hours, 55 minutes ago
United Kingdom
Full-time
Senior
Customer Success Manager
Customer and Technical Support
SQL TCP/IP
Apply Now
Nice Côte d'Azur

Nice Côte d'Azur

Nice Côte d'Azur promotes tourism in the Nice Côte d'Azur region, offering resources for exploring the area and organizing weekend getaways that blend coastal and mountain experiences, while also providing interactive exploration games and multimedia c...

Hotels, Restaurants & Leisure
Founded 1960
View All Jobs 118

Description

  • Act as the single point of ownership for customer success across assigned accounts and coordinate NiCE CX resources to deliver outcomes.
  • Build and maintain strong customer relationships through regular success reviews focused on business goals, operations, and success criteria.
  • Drive adoption and value realization of NiCE CX and AI-powered capabilities by connecting technology to customer outcomes and ROI.
  • Serve as a trusted advisor and customer advocate, including representing customers as references when appropriate.
  • Partner with Technical Support, Professional Services, Product, Engineering, Sales, and other teams to progress issues, requests, and initiatives within SLA.
  • Develop a deep understanding of each customer’s environment, identify success gaps and opportunities, and recommend solutions that accelerate adoption.
  • Prepare and deliver tailored presentations on usage, adoption, realized benefits, ROI, opportunities, and next steps.
  • Proactively manage customer health, risks, and escalations to maintain a positive customer experience.
  • Support customers through go-live and post-go-live phases to build confidence and momentum as they mature on the platform.
  • Travel up to 25–30% to support customer success activities, including visits, value reviews, and executive engagements.

Requirements

  • Bachelor’s degree in Computer Science, Business Information Systems, or a similar field, or equivalent work experience.
  • 6+ years of experience in Customer Success, Technical Account Management, Service Delivery, or other customer-facing roles.
  • Experience working within SaaS, telecommunications, or contact centre environments.
  • Strong ability to translate technical and AI-driven capabilities into business value and outcomes.
  • Excellent analytical, problem-solving, and customer engagement skills.
  • Proven experience managing multiple customer accounts simultaneously.
  • Excellent verbal and written communication skills.
  • Ability to work effectively in a fast-paced, customer-centric environment.
  • Proficiency in Microsoft Office applications.
  • Strong working knowledge of contact centre platforms, functionality, and design.
  • Ability to work independently with minimal supervision.
  • Experience balancing technical discussions while maintaining strong executive-level business relationships.
  • Preferred: understanding of networking, VoIP, and contact centre infrastructure.
  • Preferred: knowledge of TCP/IP, SIP signalling, and telecommunications architecture.
  • Preferred: familiarity with databases, SQL concepts, or scripting fundamentals.
  • Preferred: experience with AI, analytics, automation, or digital CX technologies.
  • Preferred: analytical, inquisitive, service-oriented mindset with a collaborative approach.
  • Preferred: experience working across complex customer environments and stakeholder groups.

Benefits

  • Opportunity to join a global, market-leading company with internal career growth across multiple roles, disciplines, domains, and locations.
  • Fast-paced, collaborative, and creative work environment.
  • Work for a company recognized for innovation in AI, cloud, and digital customer experience.
  • Equal opportunity employer status with inclusive hiring practices.

Interested in this position?

Apply directly on the company website

Apply Now

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