Manager, Customer Success - Remote

Overview

The Manager, Customer Success is accountable for overseeing a Technical Account Management team responsible for delivering world-class customer service to NICE's key customers. This position involves building, mentoring, and leading a team to ensure customer satisfaction and retention.

In Short

• Oversee a team of Technical Account Managers (TAMs).
• Build long-term relationships with customers.
• Ensure resolution of technical issues.
• Propose enhancements to products/services.
• Manage customer expectations and satisfaction.
• Provide leadership and coaching to team members.
• Engage customers in a consultative capacity.
• Responsible for billing practices and accuracy.
• Assist with upselling to customers.
• This position requires travel (up to 30%).

Requirements

• Bachelor's degree in Business Information Systems or related field.
• 7+ years experience in customer service or service delivery.
• Experience in leading a remote team.
• Strong mathematical skills and familiarity with Excel.
• Working knowledge of contact center software.
• Demonstrated experience working independently.
• Skills in technology implementation and business analysis.
• Experience with call center KPIs and best practices.

Benefits

• Opportunity to work in a fast-paced, collaborative environment.
• Endless internal career opportunities across multiple roles.
• Chance to learn and grow within a market-leading company.
• Work with a team of high performers.
• Be part of an innovative company recognized for its excellence.