Manager, Customer Success - Remote

Overview

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. This position is responsible for building, mentoring, developing and leading a team of Technical Account Managers (TAMs) to ensure customer satisfaction and retention.

In Short

• Oversee a team of Technical Account Managers.
• Build long-term relationships with customers.
• Ensure resolution of technical issues.
• Propose enhancements to products and services.
• Engage customers in a consultative capacity.
• Provide technical architecture leadership.
• Conduct comprehensive cost/benefit analysis.
• Supervise and mentor a team of direct reports.
• Manage customer expectations and satisfaction.
• Support the Technical Account Managers' efforts with clients.

Requirements

• Bachelor's degree in Computer Science or related field.
• 7+ years experience in customer service or service delivery.
• 3+ years experience in building high-performance teams.
• In-depth NICE product knowledge.
• Strong communication and problem-solving skills.
• Experience in project management.
• Ability to resolve complex issues.
• Experience working independently.
• Technical knowledge of contact center software.
• Experience in business analysis and optimization.

Benefits

• Flexible working model with remote work options.
• Opportunities for career growth and development.
• Collaborative and creative work environment.
• Work with a market leader in customer experience technology.
• Engage in innovative projects and initiatives.