Apr 11, 2024 - NICE is hiring a remote Manager, Customer Success. 📍Location: USA.

At NICE, we don’t limit our challenges. We challenge our limits. Constantly. We’re relentless. We’re ambitious. And we make an impact. Our NICErs bring their A game and spend each day turning it into an A+. And if you’re like us, we can offer you the kind of challenge that will light a fire within you.

Manager, Customer Success

Location: Remote, US

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. 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 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.

Financial Responsibilities:

Responsible for overseeing the Technical Account Managers' work in these areas:

Ensuring proper billing practices for NICE's technology customers
Following invoicing protocols based on contractual agreements
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
Approve expenditures including travel for direct reports
Ensuring that expenditures are acquired, reported and approved according to the company's purchasing, travel and credit card policies
Ensuring that customer product installations are made in timeframes provided by contracts and Statement of Work
Accurately adjusting customer accounts ensure the appropriate fees are invoiced
Reducing company liability by providing an accurate interpretation of the abilities of the CXone suite of service
Accurately tracking hours for customer billing
Keeping travel costs within budget
Assisting with up selling to customers
Accurately entering products and services on customer account according to the contract
Managing to a project budget
Ensuring expenses are accurately reported according to the Company's Credit Card, Travel and Purchasing policies

Major Functions/Responsibilities:

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 position requires travel (up to 30%)
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

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.

Required Education, Experience, and Specific Job Related Skills

Education Requirements:

Bachelor's degree in Business Information Systems or related field or equivalent work experience required.

Experience Requirements:

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 CXone product knowledge
Proven written and oral communication skills
Strong mathematical skills
In depth familiarity with Excel
Problem solving abilities
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: deep skills around business analysis/call centers; experience in the KPIs and best practices of call centers and their operations

About NICE

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NICE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NICE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

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.

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[Hiring] Manager, Customer Success @NICE