Customer Success Manager

Summary

Join NICE, a global leader in customer experience solutions, as a Manager, Customer Success! Oversee a team of Technical Account Managers, providing world-class service to key clients. Build, mentor, and develop your team while fostering strong customer relationships. Ensure timely product installations, accurate billing, and address technical issues. Collaborate with executives on strategic planning and contribute to a positive company culture. This customer-facing role requires technical expertise and strong business acumen. The position involves travel and on-call availability.

Requirements

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

Responsibilities

• 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

Benefits

• 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!
• Endless internal career opportunities across multiple roles, disciplines, domains, and locations