Product Customer Success Manager
Core
Ensure ContactEngine is deployed effectively to drive client business benefits, manage contract renewals/expansions, and enable long-term account growth.
Role type
Product Customer Success Manager
Builds
ContactEngine deployment and client growth strategies
Domain
Customer Experience (CX) / Contact Center / Financial Crime
Required skills
contract management, journey design, strategic planning, business case construction, stakeholder coordination, technical configuration documentation, process architecture, feature adoption guidance, growth opportunity identification, metrics monitoring, quarterly business reviews, technical guidance, relationship management, pre-sales partnership
Preferred skills
postgraduate degree, project management qualification, business case creation, advanced data analysis, fluency in another language
Technologies
ContactEngine, Excel
Responsibilities
Understand client contracts to ensure fulfillment and avoid issues; Identify journeys to achieve contract volumes and leverage ContactEngine capabilities; Maintain strategic client success plans based on business drivers; Construct business cases for journeys to guide objectives; Coordinate activities, enquiries, and escalations with clients; Document and communicate technical configuration requirements; Deliver high-quality technical and process architecture; Help customers adopt ContactEngine features; Identify and communicate growth opportunities; Monitor and communicate metrics, performance, and value; Deliver quarterly business reviews; Provide technical, customer experience, security, and project delivery guidance; Develop operational stakeholder relationships as a trusted advisor; Maintain relationships with pre-sales, professional services, and technology teams; Partner with the Account Executive.