69 jobs found

Solutions Support Executive Department: Advertising Function: Advertising Reporting to: Customer Success and Inside Sales Manager Location: Belfast Type: Full Time; Permanent; Hybrid Who We Are We are an International Media Group with a commanding presence in Belgium, the Netherlands, Ireland, Germany, and Luxembourg. As a publisher, we believe unconditionally in independent journalism and strong and relevant media that makes a positive contribution to people and society. With more than 30 news brands across 5 countries, we bring information to the world, provide clarity on the global agenda, and positively contribute to people and society. Our brands are at the heart of society: they inform, represent, and unify their readers. Our independent and outstanding journalism enables readers to form objective opinions on subjects which are important for themselves or society. This enables people to make informed decisions and balanced choices. Role Purpose We are seeking a Sales Support Executive to support our sales operation and drive effective engagement with our customers across the island of Ireland. This hybrid role acts as a key point of contact for customers and the Sales teams, supporting integrated advertising solutions across print and digital platforms. You will manage customer queries, process and support advertising orders, and handle account and payment enquiries. Working closely with internal teams, you will ensure orders flow smoothly from order to cash by identifying and resolving any process blockages. This is a customer-focused role involving inbound and outbound calls and email communication, contributing to the efficient operation of a centralised sales support function. Key Responsibilities Act as the primary point of contact for advertisers, handling enquiries across print, digital, and integrated advertising products Support the sales team with order setup, booking, amendments, and campaign management Process advertising orders accurately and ensure timely progression from order to invoicing Manage customer account queries, including pricing, billing, and payment-related issues Coordinate with internal teams (sales, production, finance, digital operations) to resolve issues and prevent campaign delays Monitor order workflows and identify blockages that could impact revenue delivery Support the launch and administration of new advertising products and solutions Assist customers in transitioning and optimising campaigns across print and digital platforms Maintain accurate records within CRM and advertising booking systems Deliver high standards of customer service across phone, email, and outbound contact Support revenue retention by ensuring campaigns run as booked and issues are resolved quickly Provide reporting, insights, and administrative support to improve sales efficiency and performance Experience & Qualifications Experience in sales support or post sales environments. Experience working with CRM's, Email and Telephony systems. Excellent communication skills (written and verbal). Customer first mindset with strong problem solving abilities. Skills & Attributes Skills: Detail oriented with strong organisational skills. Proactive, adaptable, and resilient in a fast paced environment. Strategic thinker and effective relationship builder. Team player with a collaborative approach. Attributes: Problem solver Skilled communicator Flexible and adaptable Works on initiative Resilient and proactive For further information and to submit your application, click the apply icon. EQUALITY, DIVERSITY & INCLUSION Mediahuis Ireland values the enrichment that comes from a diverse workforce and seeks to promote equality, prevent discrimination and protect the rights of each individual. We are committed to fostering an environment of equality, diversity and inclusion in our organisation and welcome applications from all individuals. Additionally, we can make reasonable accommodations for a person with a disability during the recruitment process. Mediahuis Ireland is an equal opportunities employer.

Customer Success Manager (Fixed Term Contract) Department: Product Employment Type: Fixed Term Contract Location: UK- London Description Discover OneOcean: OneOcean is a unified brand born from the integration of OneOcean and Ocean Technologies Group. Owned by Lloyd's Register, an organisation with more than 260 years of trust, integrity and leadership at sea, OneOcean combines the agility and ambition of a fast moving innovator with the strength and stability of one of the world's most trusted maritime institutions. At the heart of OneOcean is a portfolio unlike any other in maritime. A comprehensive, integrated portfolio built on years of expertise, trusted by thousands of maritime professionals around the world. Our Mission: Our mission is clear. In the race to zero emissions, our research, advisory and technical expertise and industry firsts are supporting a safe, sustainable maritime energy transition. Today we are a leading provider of classification and compliance services to the marine and offshore industries, helping our clients design, construct and operate their assets to accepted levels of safety and environmental compliance. Why Join OneOcean Crew? Legacy & Innovation: We were created more than 260 years ago as the world's first marine classification society to improve and set standards for the safety of ships. Global Impact: Our digital solutions are relied upon by more than 30,000 vessels, following the acquisition of OneOcean in 2022 and Ocean Technologies Group in 2024. Product Offering: Covering five proven product areas - learning, fleet operations, compliance, voyage planning and performance management - supporting its customers from ship to shore, from training and people operations, to voyage compliance and optimisation. Navigating the position: Customer Success Manager The Customer Success Manager (CSM) is responsible for ensuring customer satisfaction, retention, and expansion. Acting as a trusted advisor, the CSM will drive adoption, maximize customer value, and proactively manage the customer lifecycle to foster long term partnerships. Key Responsibilities Customer Onboarding & Implementation Lead customer onboarding by ensuring a smooth transition post sale. Oversee solution integration, deployment, and user training to maximize adoption. Collaborate with internal teams to score deployment success and customer acceptance. Customer Relationship Management & Value Delivery Work closely with customers to understand KPIs, business impacts, and ROI expectations. Develop and execute customer success plans tailored to their goals. Conduct regular check ins, QBRs, and performance reviews to ensure alignment. Measure and analyze customer impact, adoption, and satisfaction. Retention & Growth Drive adoption strategies to maximize the value customers receive. Lead renewal discussions and negotiations to ensure continued business. Identify expansion opportunities (cross sell, upsell) and collaborate with Sales. Support CPI (Customer Performance Index) presentations and negotiations. Issue Resolution & Advocacy Act as the primary escalation point for customer issues and concerns. Coordinate with Support, Professional Services, and Sales to resolve challenges. Gather customer insights to influence product roadmap and service improvements. Success Metrics Customer retention & renewal rates. Increase in adoption & customer satisfaction (NPS, CSAT, etc.). Revenue expansion through upsells and cross sells. Reduction in customer escalations and churn. Skills, Knowledge and Expertise Bachelor's degree in business, Marketing, Communications, or a related field A relevant certification in Customer Success or Account Management is a plus 3-5 years of experience in a customer success, account management, or client facing role within a technology or SaaS environment Demonstrated experience in managing large or complex customer accounts with a focus on relationship management and customer satisfaction Excellent communication and interpersonal skills, with the ability to build rapport and trust with both internal teams and customers Strong problem solving skills, with the ability to navigate complex situations and find solutions that benefit both the customer and the company Experience using CRM systems (Salesforce, HubSpot, etc.) and customer success tools (e.g., Gainsight, ChurnZero) A data driven approach to monitoring customer health and success metrics Strong attention to detail, organizational skills, and the ability to manage multiple accounts simultaneously Ability to work independently and collaboratively in a fast paced environment Passion for customer success and a proactive mindset to deliver exceptional service.

Unit 27, The Marlands Shopping Centre, Southampton, Hampshire SO14 7SJ Permanent Full-time To effectively manage the store, maximising sales to exceed targets. To deliver outstanding personal customer service whilst motivating and developing the store team to do the same. To maintain the highest possible standards of merchandising, housekeeping and general safety whilst adhering to, and enforcing, company policies and procedures. But, most of all MAKE PEOPLE SMILE!Through the product, the prices and the service. Leadership Setting SMART goals for the team, developing staff capability, and role modelling company best practice. Calm during periods of high customer volume and manages smooth transitions thereafter to keep the store operating to standard and to set a positive example for the store team. Displays a 'customer comes first' attitude by training and holding the store team accountable for delivering legendary customer service. Drives the implementation of company programs by directly motivating and instructing the store team. Manages with integrity, honesty and knowledge that promote the culture, values and mission of Cards Direct. Plans, identifies, communicates, and delegates appropriate responsibilities and practices to team members to ensure smooth flow of operations. Provides coaching and direction to the store team to take action and to achieve operational goals. Constantly reviews store environment and key business indicators to identify problems, concerns, and opportunities for improvement. Planning And Execution Monitors and manages store staffing levels to ensure optimal staff development and recruitment. Utilises existing tools to communicate clearly, concisely and accurately, to ensure effective store operations & merchandising standards. Business Requirements Providing functional expertise and executing functional responsibilities: Solicits customer feedback to understand customer needs and the needs of the local community. Uses all operational tools to plan for and achieve operational excellence in the store. Utilises management information tools and analyses financial reports to identify and address trends and issues in store performance. Ensures product & cash security at all times. Utilises all organisational tools to ensure compliance to the company Health & Safety policy at all times. Staff Development & Team Building Providing team members with coaching, feedback, and developmental opportunities and building effective teams: Actively manages team members by regularly providing feedback, and setting challenging goals to improve staff performance Challenges and inspires team members to achieve business results. Ensures team members adhere to legal and operational compliance requirements. Recognises and reinforces individual and team accomplishments. Utilises and demonstrates effective management principles and practices to create and maintain a successful store team resulting in an environment where team members are valued and respected. Summary of Key Experience Progressively responsible retail experience Customer service experience in a retail environment Required Knowledge, Skills and Abilities Ability to communicate clearly and concisely, both orally and in writing Ability to manage store operations independently Ability to manage effectively in a fast paced environment Ability to manage multiple situations simultaneously Ability to manage resources to ensure that established service levels are achieved at all times Interpersonal skills Organization and planning skills Strong operational skills in a customer service environment Strong leadership skills, with the ability to coach and mentor others Ability to plan and prioritize workload Ability to handle confidential and sensitive information Core Competencies Puts the customer first Has a relentless focus on the customer. Understands what the customer wants and how to best deliver the experience Works well with others Listens and communicates well with others within Cards Direct. Creates a team environment that is positive and productive Leads courageously Takes personal responsibility to do the right thing and persists in times of challenge or uncertainty. Adapts quickly to change and makes timely, thoughtful decisions. Develops continuously Continuously seek opportunities to improve self and others. Leads with trust, honesty and commitment to hire, coach and develop team members to achieve their potential. Achieves results Understands what drives overall business success and is accountable to prioritise and deliver quality results. Demonstrates knowledge of core products and processes to get results. Anticipates obstacles and takes action to prevent or minimise their impact.

To effectively manage the store, maximising sales to exceed targets. To deliver outstanding personal customer service whilst motivating and developing the store team to do the same. To maintain the highest possible standards of merchandising, housekeeping and general safety whilst adhering to, and enforcing, company policies and procedures. But, most of all MAKE PEOPLE SMILE! Through the product, the prices and the service. Leadership Setting SMART goals for the team, developing staff capability, and role modelling company best practice. Calm during periods of high customer volume and manages smooth transitions thereafter to keep the store operating to standard and to set a positive example for the store team. Displays a 'customer comes first' attitude by training and holding the store team accountable for delivering legendary customer service. Drives the implementation of company programs by directly motivating and instructing the store team. Manages with integrity, honesty and knowledge that promote the culture, values and mission of Cards Direct. Plans, identifies, communicates, and delegates appropriate responsibilities and practices to team members to ensure smooth flow of operations. Provides coaching and direction to the store team to take action and to achieve operational goals. Constantly reviews store environment and key business indicators to identify problems, concerns, and opportunities for improvement. Planning And Execution Monitors and manages store staffing levels to ensure optimal staff development and recruitment. Utilises existing tools to communicate clearly, concisely and accurately, to ensure effective store operations & merchandising standards. Business Requirements Providing functional expertise and executing functional responsibilities: Solicits customer feedback to understand customer needs and the needs of the local community. Uses all operational tools to plan for and achieve operational excellence in the store. Utilises management information tools and analyses financial reports to identify and address trends and issues in store performance. Ensures product & cash security at all times. Utilises all organisational tools to ensure compliance to the company Health & Safety policy at all times. Staff Development & Team Building Providing team members with coaching, feedback, and developmental opportunities and building effective teams: Actively manages team members by regularly providing feedback, and setting challenging goals to improve staff performance Challenges and inspires team members to achieve business results. Ensures team members adhere to legal and operational compliance requirements. Recognises and reinforces individual and team accomplishments. Utilises and demonstrates effective management principles and practices to create and maintain a successful store team resulting in an environment where team members are valued and respected. Summary of Key Experience Progressively responsible retail experience Customer service experience in a retail environment Required Knowledge, Skills and Abilities Ability to communicate clearly and concisely, both orally and in writing Ability to manage store operations independently Ability to manage effectively in a fast paced environment Ability to manage multiple situations simultaneously Ability to manage resources to ensure that established service levels are achieved at all times Interpersonal skills Organization and planning skills Strong operational skills in a customer service environment Strong leadership skills, with the ability to coach and mentor others Ability to plan and prioritize workload Ability to handle confidential and sensitive information Core Competencies Puts the customer first Has a relentless focus on the customer. Understands what the customer wants and how to best deliver the experience Works well with others Listens and communicates well with others within Cards Direct. Creates a team environment that is positive and productive Leads courageously Takes personal responsibility to do the right thing and persists in times of challenge or uncertainty. Adapts quickly to change and makes timely, thoughtful decisions. Develops continuously Continuously seek opportunities to improve self and others. Leads with trust, honesty and commitment to hire, coach and develop team members to achieve their potential. Achieves results Understands what drives overall business success and is accountable to prioritise and deliver quality results. Demonstrates knowledge of core products and processes to get results. Anticipates obstacles and takes action to prevent or minimise their impact. Please tick below days you are available to work. Please note, store opening times can varey from 9-6pm (Monday to Saturday) 10-5pm (Sunday) Unspent criminal convictions Please note in the box below any unspent criminal convictions (not spent) under the Rehabillitation of Offenders Act 1974. If none, please select 'none'. Medical Conditions Do you have any medical conditions, that could impact your ability to carry out the role you are applying for, that you feel we should know about? If none, please select 'none'. If you require any reasonable adjustments for any further part of the recruitment process, please state below I confirm that all of the information provided by me on this form is correct and accurate and I understand that if any of the information I have provided is later found to be false or misleading, any offer of employment may be withdrawn or my employment terminated. By ticking this box, I consent to Cards Direct using and keeping the information I have provided on this application form, or elsewhere as part of the recruitment process, in accordance to the Candidate Data Policy (can be found on the Cards Direct website). If unsuccessful, I also confirm I am happy for it to be used and kept for the purpose of future recruitment and give my permission for Cards Direct to contact me in the event of there being any other vacancies for which I may be suitable, which arise during that time

Unit 31, The Mall, Gold St, Kettering NN16 8JL Permanent Full-time To effectively manage the store, maximising sales to exceed targets. To deliver outstanding personal customer service whilst motivating and developing the store team to do the same. To maintain the highest possible standards of merchandising, housekeeping and general safety whilst adhering to, and enforcing, company policies and procedures. But, most of all MAKE PEOPLE SMILE!Through the product, the prices and the service. Leadership Setting SMART goals for the team, developing staff capability, and role modelling company best practice. Calm during periods of high customer volume and manages smooth transitions thereafter to keep the store operating to standard and to set a positive example for the store team. Displays a 'customer comes first' attitude by training and holding the store team accountable for delivering legendary customer service. Drives the implementation of company programs by directly motivating and instructing the store team. Manages with integrity, honesty and knowledge that promote the culture, values and mission of Cards Direct. Plans, identifies, communicates, and delegates appropriate responsibilities and practices to team members to ensure smooth flow of operations. Provides coaching and direction to the store team to take action and to achieve operational goals. Constantly reviews store environment and key business indicators to identify problems, concerns, and opportunities for improvement. Planning And Execution Monitors and manages store staffing levels to ensure optimal staff development and recruitment. Utilises existing tools to communicate clearly, concisely and accurately, to ensure effective store operations & merchandising standards. Business Requirements Providing functional expertise and executing functional responsibilities: Solicits customer feedback to understand customer needs and the needs of the local community. Uses all operational tools to plan for and achieve operational excellence in the store. Utilises management information tools and analyses financial reports to identify and address trends and issues in store performance. Ensures product & cash security at all times. Utilises all organisational tools to ensure compliance to the company Health & Safety policy at all times. Staff Development & Team Building Providing team members with coaching, feedback, and developmental opportunities and building effective teams: Actively manages team members by regularly providing feedback, and setting challenging goals to improve staff performance Challenges and inspires team members to achieve business results. Ensures team members adhere to legal and operational compliance requirements. Recognises and reinforces individual and team accomplishments. Utilises and demonstrates effective management principles and practices to create and maintain a successful store team resulting in an environment where team members are valued and respected. Summary of Key Experience Progressively responsible retail experience Customer service experience in a retail environment Required Knowledge, Skills and Abilities Ability to communicate clearly and concisely, both orally and in writing Ability to manage store operations independently Ability to manage effectively in a fast paced environment Ability to manage multiple situations simultaneously Ability to manage resources to ensure that established service levels are achieved at all times Interpersonal skills Organization and planning skills Strong operational skills in a customer service environment Strong leadership skills, with the ability to coach and mentor others Ability to plan and prioritize workload Ability to handle confidential and sensitive information Core Competencies Puts the customer first Has a relentless focus on the customer. Understands what the customer wants and how to best deliver the experience Works well with others Listens and communicates well with others within Cards Direct. Creates a team environment that is positive and productive Leads courageously Takes personal responsibility to do the right thing and persists in times of challenge or uncertainty. Adapts quickly to change and makes timely, thoughtful decisions. Develops continuously Continuously seek opportunities to improve self and others. Leads with trust, honesty and commitment to hire, coach and develop team members to achieve their potential. Achieves results Understands what drives overall business success and is accountable to prioritise and deliver quality results. Demonstrates knowledge of core products and processes to get results. Anticipates obstacles and takes action to prevent or minimise the impact. Please tick below days you are available to work. Please note, store opening times can varey from 9-6pm (Monday to Saturday) 10-5pm (Sunday) Unspent criminal convictions Please note in the box below any unspent criminal convictions (not spent) under the Rehabillitation of Offenders Act 1974. If none, please select 'none'. Medical Conditions Do you have any medical conditions, that could impact your ability to carry out the role you are applying for, that you feel we should know about? If none, please select 'none'. If you require any reasonable adjustments for any further part of the recruitment process, please state below I confirm that all of the information provided by me on this form is correct and accurate and I understand that if any of the information I have provided is later found to be false or misleading, any offer of employment may be withdrawn or my employment terminated. By ticking this box, I consent to Cards Direct using and keeping the information I have provided on this application form, or elsewhere as part of the recruitment process, in accordance to the Candidate Data Policy (can be found on the Cards Direct website). If unsuccessful, I also confirm I am happy for it to be used and kept for the purpose of future recruitment and give my permission for Cards Direct to contact me in the event of there being any other vacancies for which I may be suitable, which arise during that time

Plant Area Manager Location: Buckinghamshire Salary: £28,000 - £30,000 (DOE) Hours: 37.5 per week, alternate weekends This is a great opportunity to join a well known, family run garden centre group, taking ownership of a large plant area within a medium sized centre. The site has been through a period of transition, with a refreshed team and renewed focus on horticulture. The plant area remains the biggest trading department, offering a strong platform for someone commercially minded to make an impact. Horticultural knowledge and retail management experience are key requirements for the position. What you'll be doing Taking full responsibility for the day to day running of the plant area. Managing stock control, ordering, and sales performance across a high volume department. Working with central teams on product allocation, ensuring the right volumes at the right time. Monitoring sales, shrinkage, and wastage, using reporting to drive performance. Leading and developing a mixed team, bringing new and existing staff together. Maintaining high standards of merchandising and availability across the department. Acting as deputy to the Garden Centre Manager when required. Driving sales through strong retail standards and customer engagement. What they're looking for Proven retail management experience, ideally within garden retail or similar environments. Good plant knowledge, but not necessarily a specialist horticulturist. Strong commercial awareness, particularly around stock, sales, and margin. A confident leader who can bring structure and direction to a developing team. Comfortable with reporting, admin, and the operational side of retail. A hands on approach with the ability to balance shop floor presence and admin responsibilities. Perks & Benefits Join a respected, family owned garden centre group with a strong reputation. A key role within the centre's biggest and most important department. Supportive and flexible management team. Opportunity to shape and develop a relatively new team. Staff discount and company benefits package. Pension scheme and holiday allowance. Free onsite parking. Full benefits package available on request. Apply now To apply, send your CV to or call for a confidential chat.

Gridsight is a rapidly growing Grid/CleanTech startup on a mission to accelerate global electrification and decarbonisation. We are building a vertical SaaS platform for electricity utilities, enabling them to modernise grid operations and unlock transformational capabilities such as dynamic operating envelopes and flexible interconnections. We raised our Series A funding from Airtree Ventures and Energy Transition Ventures, and are on track to 3x annual recurring revenue over 6 months in our lead up to Series B. If you're talented, hungry and ambitious, come join us on our mission. As a Power Engineering Lead at Gridsight, you will play a hybrid role blending technical consulting and solution delivery. You'll be at the forefront of deploying and optimising our platform with utility customers - ensuring development and delivery of maximum value, while also advancing our thought leadership in the industry. This is a unique opportunity to join a rapidly scaling, venture backed company in the power industry. Role Overview You will play a pivotal role in accelerating Gridsight's expansion across the UK and Europe. Combining deep power engineering expertise with strong commercial acumen, you will drive pre sales engagement, support tender responses, and act as a trusted advisor to utilities and distribution network operators (DNOs/DSOs) as they adopt Gridsight's AI driven grid analytics platform. Key Responsibilities Advanced Power Engineering Expertise Serve as an in house subject matter expert on power distribution systems (distribution networks, LV/MV grid operation, grid modernisation) Provide technical leadership for customer teams transitioning to Gridsight powered workflows, ensuring implementations are robust, compliant, and designed for long term scalability Commercial and Technical Led Sales Play a central role in commercial discovery, helping identify utilities that can build strong internal cases for adopting Gridsight Develop and deliver compelling product demonstrations, technical workshops, and proof of concept engagements that clearly communicate the operational and commercial value of the Gridsight platform Support the commercial team in preparing bids, tenders, RFIs/RFPs, innovation funding applications, and partner proposals, ensuring high quality technical contributions Act as the technical authority on customer calls, influencing decision makers and helping progress opportunities through the sales pipeline Foster long term customer relationships by proactively monitoring platform usage, offering optimisation strategies, and ensuring high levels of satisfaction Implementation & Technical Onboarding Lead the end to end technical onboarding process for new utility customers, ensuring seamless deployment and configuration of Gridsight's platform Work closely with customers to understand their network characteristics, operational requirements, and compliance obligations, tailoring onboarding and workflow configurations accordingly Oversee data migration, integration with third party systems, and performance monitoring for smooth day to day operation Partner with sales, client success, product, and engineering to continually improve the platform implementation and customer onboarding process Collaborate with Product and Engineering teams to feed in UK/EU market requirements, influencing the roadmap and advocating for features that improve commercial competitiveness Advise customers on best practices for data management, engineering analytics, digital workflows, and the optimal use of AI driven insights Identify opportunities for additional value added services, expanded deployments, and product enhancements based on customer feedback and emerging regulatory/market trends Thought Leadership & Market Engagement Represent Gridsight at UK/EU industry groups, conferences, webinars, and technical forums, contributing to conversations around flexibility markets, LV visibility, orchestration, and AI in power systems Co develop and present case studies, white papers, and technical insights that position Gridsight as a leader in grid digitalisation and advanced analytics Act as a trusted advisor to senior stakeholders - from engineering managers to regulatory/strategy leaders - influencing grid modernisation strategies and articulating the commercial and operational benefits of Gridsight's solutions Qualifications Educational Background Bachelor's or Master's degree in Electrical Engineering, Power Systems, or a related field Experience 5 - 10 years of experience in power systems engineering, distribution planning, or a related field within utilities or energy technology Demonstrated success in project management within the utilities or energy sector Hands on experience with advanced power system modelling tools (e.g., PowerFactory, CYME, PSS/E) and cloud based SaaS technologies (AWS, Azure) is a plus Technical Skills Strong expertise in distribution system planning or DER integration, system integration, APIs, data management, and scripting languages (e.g., Python, SQL) for data processing Understanding of regulations and emerging trends in energy markets Knowledge of AI/ML applications in power systems is advantageous Soft Skills Exceptional communication and presentation skills, capable of communicating with both technical and non technical stakeholders Customer focused mindset with the ability to build and maintain strong client relationships Proven problem solving abilities and a self starter mentality, comfortable working in a fast paced startup environment Effective project management skills, with a track record of coordinating cross functional teams and ensuring on time, high quality deliverables What we offer Join a rapidly scaling venture backed company on the first floor, taking a founding team mindset to a new market for the business Highly competitive salary and equity package Flexible, hybrid working environment with a high performing, mission driven team Why This Role is Exciting This is your chance to directly impact the growth of a category defining, global company on the first floor. You'll shape the future of grid modernisation and resiliency, provide technical leadership, and help electricity utilities optimise their operations - all while being part of a dynamic, high growth team.

At NiCE, we don't limit our challenges. We challenge our limits. Always. We're ambitious. We're game changers. And we play to win. We set the highest standards and execute beyond them. And if you're like us, we can offer you the ultimate career opportunity that will light a fire within you. Role Purpose This is a leadership role responsible for managing and developing a high performing team of Customer Success Managers while guiding a group of Technical Account Managers through their evolution into proactive Customer Success roles. In addition to leading the team, you will personally manage up to three strategic Enterprise customers to ensure you "live and breathe" the role, stay close to customer needs, and role model excellence. Your mission is to drive customer value, accelerate AI powered adoption, maximise ROI, and contribute significantly to NiCE's growth and retention objectives. Key Responsibilities Lead, coach, and develop a team of CSMs to deliver proactive, value driven Customer Success engagements. Support transitioning TAMs through structured onboarding, capability uplift, and maturity into full CSM responsibilities. Build a culture focused on ownership, customer centricity, accountability, and continuous learning. Conduct regular 1:1s, performance management, coaching, workload prioritisation, and day to day people leadership responsibilities. Ensure consistent application of NiCE's Customer Success methodologies, playbooks, and operating principles. Strategic Customer Management Personally manage up to three enterprise, high touch customers, ensuring deep engagement, AI adoption, and value realisation. Lead executive value reviews, roadmap discussions, and strategic business planning with assigned accounts. Act as a senior escalation point and executive sponsor where required. Operational Excellence & Execution Establish and maintain strong operational rhythms across the team (weekly reviews, risk assessments, success plan audits). Ensure high quality delivery of Success Plans, adoption strategies, AI capability enablement, and value presentations. Oversee customer lifecycle execution, ensuring consistency, excellence, and continuous improvement. Drive accurate forecasting of customer risk, expansion opportunities, and adoption maturity. Cross Functional Collaboration Partner with Product, Engineering, Support, Professional Services, and Sales to ensure seamless customer outcomes. Provide the "voice of the customer" and influence roadmap and prioritisation discussions. Work closely with Sales to support renewals, expansion, commercial planning, and joint account strategies. Collaborate with Partner organisations to align delivery across joint accounts. Driving Adoption, AI Enablement & Customer Value Ensure the team actively drives adoption and business value through NiCE's AI powered capabilities. Guide CSMs in identifying success gaps, creating action plans, and accelerating time to value. Monitor customer health, sentiment, usage, and risk signals to ensure proactive intervention. Scaling Programs, Processes & Methodologies Design, refine, and operationalise scalable Customer Success frameworks, including: Customer Success Plans EBR templates and governance Risk and escalation playbooks Ensure consistent, high standard delivery across all customer engagements. Analyse data to drive decision making, identify trends, and prioritise team focus areas. Ensure CSMs maintain accurate documentation in CRM, success tools, and dashboards. Present insights, risks, and opportunities to senior leadership with clarity and confidence. Customer Advocacy & Experience Improvement Champion end to end customer experience improvements, proposing optimisations to internal processes and customer touchpoints. Drive initiatives that enhance NPS, satisfaction, and long term loyalty. Establish NiCE as a trusted strategic partner through credibility, consistency, and measurable value. Customer Success Performance & Outcome Ownership Own and lead the regional NPS programme, ensuring structured follow up, root cause analysis, and action planning to drive continual improvement in customer experience. Drive NRR (Net Revenue Retention) and GRR (Gross Revenue Retention) across the team through proactive health management, strong renewal readiness, value led engagement, and early risk detection. Establish clear team metrics and dashboards for NRR, GRR, NPS, adoption progress, and customer health, ensuring team accountability against targets. Partner with Sales and Renewals to ensure renewal preparation, negotiation support, and expansion pipelines are tightly aligned and forecasted. Qualifications & Experience Required: 8+ years in Customer Success, Technical Account Management, or Service Delivery within SaaS, cloud, telecommunications, or contact centre environments. 2-4+ years managing customer facing teams. Proven experience influencing executives and handling complex enterprise accounts. Strong ability to translate technical and AI driven capabilities into business value and operational outcomes. Excellent communication, leadership presence, and conflict resolution skills. Analytical mindset with strong documentation and reporting abilities. Proficiency with Microsoft Office and CRM/success platforms. What's in it for you? Opportunity to shape and scale a high performing Customer Success organisation. Work alongside industry leading experts in a dynamic, innovative, and fast paced environment. Endless global career opportunities across multiple domains and disciplines. Access to cutting edge AI products, methodologies, and learning resources. A culture built on ambition, collaboration, and continuous improvement. NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.