Manager, Customer Success

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.

So, what’s the role all about?

The Manager, Customer Success is accountable for overseeing a Technical Account Management team that is responsible for delivering world-class customer service to NiCE's key customers. Specifically, 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 the resolution of technical issues, proposing enhancements to products and/or services, and helping them to use NiCE technology/products more effectively. The manager helps the team achieve its 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.

Technical

Provide direction to TAMs who are providing technical configuration, programming, database design, and management/coordination of changes to existing applications

Provide process, data and object modeling in a variety of application and database environments

Provide technical architecture leadership, analysis, design, development, and enhancement

Maintain expertise and currency in industry-leading contact center technologies

Project

Determine the need for and provide proposals for projects to improve business operations and effectiveness

Develop costing proposals for projects, perform risk analysis, and manage change control

Provide business analysis, business area assessment, user needs analysis and business systems design for major projects

Conduct comprehensive cost/benefit analysis and prepare business cases for projects

Business

Present a professional image in conduct, attitude and attire

Assist with the development of client information management standards and evaluation of technology trends

Contribute to business area assessment, user needs analysis and business systems design

Assist with comprehensive cost/benefit analysis and preparation of business cases for new projects

Supervisory

Supervise and mentor a team of direct reports consisting of Associate, Staff, and Senior-level Technical Account Managers

Provide leadership to individuals on team(s) through coaching, feedback, development goals, and performance management

Prioritize, assign and manage department activities and projects in accordance with the department's goals and objectives

Adjust hours of work, priorities and staff assignments to ensure efficient operation, based on workload

Responsible for recruiting, hiring, coaching and discipline of employees within the department

Perform annual merit reviews, quarterly reviews, and monthly or bi-weekly 1:1s.

Other

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

Support the Technical Account Managers' efforts with clients, helping them succeed

Manage the assignment of new accounts to Technical Account Managers

Maintain and disseminate a working knowledge of competitive product lines to the team in order to leverage the technical strengths and weaknesses of the competitor's products to develop more qualified opportunities

Provide assistance and coaching to Technical Account Managers enabling them to proactively and effectively identify customer needs and overcome objections to proposed solutions by performing technical benefits assessment for customers and gaining detailed understanding of their environment

Oversee the development, administration, regular analysis and timely follow up of client satisfaction surveys

Ensure that Technical Account Managers are tracking customer enhancement requests, participating in improving knowledgebase content, and are achieving their goals

Measure progress/success of each Technical Account Manager via tracking of customer satisfaction, client retention, reference ability and revenue growth

Follow the company Code of Ethics and NiCE policies and procedures at all times

Communicate in an effective and professional way with customers in and outside of NiCE

Have you got what it takes?

Bachelor's degree in Computer Science, Business Information Systems or similar field equivalent work 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

In-depth NiCE product knowledge

Proven written and oral communication skills

Strong mathematical skills and In-depth familiarity with Excel

Problem-solving abilities and ability to meet deadlines

Quantitative and statistical analysis skills

Exceptional Customer facing skills

Working technical knowledge of contact center software/design/functionality.

Demonstrated experience in a fast-paced environment and meeting customer time constraints.

Project management skills, and the ability to perform as a team player and leader.

Ability to resolve complex and diverse issues and perform tasks and management.

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: great skills around business analysis/call centers; experience in the KPIs and best practices of call centers and their operations

Education & Enablement: professional and confident public presence; experience in commanding large audiences as a trainer and/or speaker

Engineering Services: deep skills in specialized technical & functional areas; deeply technical expertise in software engineering, programming languages, integration, and/or databases

You will have an advantage if you also have:

Working with Enterprise level accounts

Network and Telecom experience

Analytical, inquisitive, service & team-oriented, friendly demeanor, early adopter

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!

Enjoy NiCE-FLEX!

At NiCE, we work according to the NiCE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Natura