NICE
Contact Center Technology
Manager,CustomerSuccess
Neural analysis suggests this role is
optimal for Manager candidates.
“Manager, Customer Success at NICE. Skills: Customer Success, Technical Account Management, Team Leadership. Oversee Technical Account Management team. Deliver world-class customer service”
What You'll Achieve.
Industry-leading customer satisfaction; Reference ability; Customer retention; Customer success; Company growth; Positive winning culture
Industry & Context.
Problem-solving; Root cause analysis
On-call position, Available 24X7
What They're Looking For.
Must Have
7+ years customer service experience, 7+ years Enterprise Service Management, 3+ years building high-performance teams, In-depth NiCE product knowledge, Proven written communication skills, Proven oral communication skills, Mathematical skills, In-depth familiarity with Excel, Problem-solving abilities, Ability to meet deadlines, Quantitative analysis skills, Statistical analysis skills, Exceptional Customer facing skills, Working technical knowledge of con
Nice to Have
Enterprise level accounts experience, Network experience, Telecom experience, Analytical demeanor, Inquisitive demeanor, Service-oriented demeanor, Team-oriented demeanor, Friendly demeanor, Early adopter
What You'll Do.
Oversee Technical Account Management team
Deliver world-class customer service
Build Technical Account Managers
Mentor Technical Account Managers
Develop Technical Account Managers
Lead Technical Account Managers
Build long-term customer relationships
Resolve technical issues
Propose product enhancements
Help customers use NiCE technology
Achieve customer satisfaction goals
Achieve reference ability goals
Achieve retention goals
Assist executives in defining goals
Assist executives in defining plans
Engage customers consultatively
Provide specialized expertise
Manage customer expectations
Manage customer satisfaction
Coach TAMs on product configuration
Coordinate inter-departmental activities
Track time within NiCE systems
Track status within NiCE systems
Provide technical configuration direction
Provide programming direction
Provide database design direction
Manage changes to applications
Provide process modeling
Provide data modeling
Provide object modeling
Provide technical architecture leadership
Provide technical analysis
Provide technical design
Provide technical development
Provide technical enhancement
Maintain expertise in contact center technologies
Determine need for projects
Provide project proposals
Develop costing proposals
Perform risk analysis
Manage change control
Provide business analysis
Provide business area assessment
Provide user needs analysis
Provide business systems design
Conduct cost-benefit analysis
Prepare business cases
Present professional image
Develop client information management standards
Evaluate technology trends
Supervise direct reports
Provide leadership to individuals
Prioritize department activities
Assign department activities
Manage department activities
Adjust staff assignments
Perform annual merit reviews
Perform quarterly reviews
Support TAM efforts with clients
Manage assignment of new accounts
Disseminate competitive product knowledge
Identify customer needs
Perform technical benefits assessment
Oversee client satisfaction surveys
Administer client satisfaction surveys
Analyze client satisfaction surveys
Follow up on client satisfaction surveys
Track customer enhancement requests
Participate in improving knowledgebase content
Follow company Code of Ethics
Follow NiCE procedures
Communicate effectively with customers
Communicate professionally with customers
How You'll Work.
Team & Collaboration
Technical Account Management team; Inter-departmental activities; Cross-functional teams
Communication Scope
Written communication; Oral communication; Executive presentations
Process & Methodology
Project management, Change control
Full Job Description
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. Te
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