Senior Manager - Customer Success

Yesterday

Apply Now

Receive Emails with Similar Jobs

NICE

WebsiteLinkedInAll Job Openings

Make experiences flow.

Big data capture and analysis • Multi-channel interactions Recording • Financial crime solutions • Customer experience management solutions • Security and public safety solutions

5001 - 10000

Description

• The Manager, Customer Success oversees Technical Account Management team for world-class service. • Responsible for mentoring and leading a team of Technical Account Managers (TAMs). • Helps achieve goals of customer satisfaction, retention, and relationships. • Engages customers in a consultative capacity regarding CXone technology/products. • Ensures organizational goals support overall customer success and growth.

Requirements

• 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 CXone 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: deep 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 around software engineering, programming languages, integration, and/or databases