Manager, Customer Success

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.
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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