Manager, Customer Success

NICE Systems

Taguig City, Metro Manila
Permanent
Full-time

1 month ago

Manager, Customer SuccessThe 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.As a Manager, Customer Success, a Typical Day Might Include the Following: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

To Land This Gig You'll Need:

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
Experience leading a remote team
In-depth NICE 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: 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

Experience Preferred:

Working with Enterprise level accounts
Network and Telecom experience
Analytical, inquisitive, service & team-oriented, friendly demeanor, early adopter.

NICE Systems

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