Director, Customer Success

Summary

Join NiCE, a global leader in customer experience, and lead the Customer Success team. Oversee a hybrid team of professionals, building and maintaining strong client relationships. Develop and execute retention strategies, exceeding targets, and partnering with sales to improve product penetration. Collaborate with various teams to enhance customer support and delivery. Identify and implement process improvements and new roles. Coach and mentor team members, focusing on client retention and satisfaction. Manage team performance, recruiting, and financial responsibilities, including P&L management and billing. This role requires travel and on-call availability.

Requirements

• Bachelor’s Degree preferred or equivalent work experience is required
• 12+ years of professional experience in customer service, contact center, and/or B2B technology
• 5+ years management experience as well as building and leading high performing teams

Responsibilities

• Be a senior leader in the matrix organization of Customer Success, working with Professional Services, Technical Support, and other customer-facing teams to ensure customer outcomes
• Partner with MD, Philippines Operations, and other regional leaders to effectively lead a team of global employees
• Develop and execute retention strategies and renewal processes that meet or exceed the stated retention targets
• Partner with the Sales division to develop strategies and team goals to improve product penetration rates within existing customer portfolio
• Lead and partner with other senior leaders to improve overall support and delivery experience; including but not limited to Customer Experience, Sales, Professional Services, Technical Support, and more
• Work closely with the Partner Success Team to provide input on Certified Implementation Partner (CIP) process and performance
• Identify and institute new functional roles, process improvement, technology requirements, and key performance indicators in advance of company and departmental maturity
• Support the Customer Success team with clients identifying areas in which they can use their existing NiCE products more effectively
• Oversee the assignment of accounts to Technical Account Managers and Technical Success Advisors
• Maintain and disseminate a working knowledge of competitive product lines to the technical success team in order to leverage the technical strengths and weaknesses of the competitor's products to develop more qualified opportunities
• Coach the Management Team, Technical Account Managers, and Technical Success Advisors enabling them to identify customer needs and overcome objections to proposed solutions by performing technical benefits assessment for customers and gaining detailed understanding of their environment proactively and effectively
• Measure progress/success of each team member via tracking of client retention, references & customer satisfaction
• Responsible for monthly one-on-one meetings with direct reports
• Provide leadership to individuals on team(s) through coaching, feedback, development goals, and performance management
• Responsible for recruiting and staffing decisions, in coordination with other department leaders
• This position may require travelling as needed
• 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
• Always adhere to the company Code of Ethics and NiCE policies and procedures
• Communicate in an effective and professional way with customers in and outside of NiCE
• Financial Responsibility includes, but not limited to: P&L for the segment including staffing costs, T&E, merit adjustments, promotions, and expenses
• Ensuring proper billing practices for NiCE's technology customers
• Following invoicing protocols based on contractual agreements
• Issue and approve credits and/or adjustments to customer accounts as appropriate
• Ensure that expenditures are acquired, reported and approved according to the company's purchasing, travel and credit card policies
• Implementation MAT goals per quarter

Preferred Qualifications

• MBA is an advantage but not a requirement
• Experience in leading remote teams is also preferred
• Enablement: professional and confident public presence; experience in commanding large audiences as a trainer and/or speaker
• Desired personal profile: analytical, inquisitive, service, team-oriented, friendly demeanor, early adopter

Benefits

• 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