Manager, Customer Success

So, what’s the role all about?

The Manager, Customer Success is accountable for overseeing a Technical Account Management team which is responsible for delivering world-class customer service to NICE's key customers. This position is responsible for building, mentoring, developing and leading a team of Technical Account Managers (TAMs). This position supports the TAMs in building long-term relationships with new and existing customers by leveraging appropriate company resources to meet their immediate needs, ensuring resolution of technical issues, proposing enhancements to product and/or services, and helping them to more effectively use NICE technology/products. The manager helps the team achieve their goals of industry-leading customer satisfaction, reference-ability, and retention. This position also assists executives in defining organizational goals and strategic plans that ensure customer success, help the company grow, and build a positive, winning culture. This position is a customer-facing position chartered with engaging customers in a consultative capacity and providing specialized expertise around NICE products, the contact center industry, and other contact center ecosystem topics including CRM, telecommunications infrastructure, analytics, social media, and others. The manager will be responsible for both technical and business tasks including managing customer expectations and satisfaction, coaching TAMs who configure NICE products based on best practices and customer requirements, coordinating inter-departmental activities within NICE tracking time and status within NICE systems, and other tasks related to the success of his or her engagement.

How will you make an impact?  

• Ensuring proper billing practices for NICE's technology customers
• Reviewing invoices prior to release to ensure accuracy
• Conducting periodic deep-dive audits (invoice/contracts)
• Engaging necessary resource teams to fix any systemic problems (i.e. IT/Billing)Issue and approve credits and/or adjustments to customer accounts as appropriate
• Ensuring that customer product installations are made in timeframes provided by contracts and Statement of Work
• Provide leadership to individuals on team(s) through coaching, feedback, development goals, and performance management
• Support the Technical Account Managers' efforts with clients, helping them succeed / Manage the assignment of new accounts to Technical Account Managers
• Assisting with up selling to customers
• This is an "on call" position. You may receive calls 24X7 and are expected to be available unless otherwise engaged with another client or on a scheduled vacation
• This position requires travel (up to 30%)

Have you got what it takes?

• Bachelor's degree in Business Information Systems or related field or equivalent work experience required.
• 7+ years experience in customer service, call/contact center and/or service delivery
• 7+ years of Enterprise (Fortune 500) experience in Service Management 3+ years experience in building high performance teams
• Experience leading a remote team In-depth NICE product knowledge
• Strong mathematical skills
• In depth familiarity with Excel
• Working technical knowledge of contact center software/design/functionality
• Demonstrated experience working independently with little to no daily supervision
• Implementation: broad skills in both technology & analysis; experience in communicating at a technical and functional level while managing business rapport
• Business Optimization: deep skills around business analysis/call centers; experience in the KPIs and best practices of call centers and their operations

What’s in it for you?

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.