Manager, Customer Success

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you. So, what’s the role all about? The 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. 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 cl