Manager, Customer Success

As a Manager, Customer Success at NICE, you will oversee a team of Technical Account Managers (TAMs) and ensure they provide exceptional service to our clients. Key responsibilities include mentoring the TAMs, building strong relationships with customers, resolving technical issues, proposing product enhancements, and supporting the team in achieving high customer satisfaction and retention rates.

To qualify for the Manager, Customer Success role at NICE, candidates should have a Bachelor's degree in Business Information Systems or a related field, alongside at least 7 years of experience in customer service or service delivery, particularly in an Enterprise setting. Leadership experience with remote teams and familiarity with NICE products are also essential.

Successful candidates for the Manager, Customer Success position at NICE should possess strong leadership skills, in-depth knowledge of contact center operations, and a solid understanding of NICE technologies. Additionally, analytical skills, familiarity with Excel, and the ability to communicate effectively across technical and business domains are crucial.

At NICE, we value your professional development. As a Manager, Customer Success, you'll find abundant opportunities to grow within our organization, taking advantage of internal promotions and learning pathways that cater to your career aspirations. You’ll be part of a global team that’s continually pushing the boundaries of customer experience.

Yes, the Manager, Customer Success position at NICE is a remote role, allowing you to work from anywhere in the USA. However, it does require some travel (up to 30%) and the ability to be available on call as needed. This unique setup offers a flexible working environment while you lead your team and support our valuable customers.

When dealing with difficult customers, I prioritize listening to their concerns without interruption, empathizing with their situation, and assuring them that resolving their issue is my top priority. I believe in finding common ground and ensuring transparent communication to rebuild trust and satisfaction.

Building a high-performance team involves clear goal-setting, continuous coaching, and fostering a culture of collaboration and open feedback. I focus on each member’s strengths, encourage personal growth, and align team objectives with organizational success to create a motivated and effective team.

I measure success through key performance indicators such as customer satisfaction scores, retention rates, and upselling performance. Consistent feedback sessions and regular reviews allow us to evaluate our progress effectively and align our efforts with customer needs.

I employ proactive communication, regular check-ins, and a deep understanding of customer needs to ensure satisfaction. Listening to feedback and implementing improvements based on their input is key, alongside providing timely resolutions to any issues they face.

I stay updated by engaging with industry publications, attending webinars, and participating in professional networks. This knowledge helps me advise both my team and our customers on best practices and innovative solutions that enhance our service delivery.

Absolutely! In a past role, a pivotal client faced operational disruptions due to a software malfunction. I coordinated resources, communicated transparently throughout the process, and proposed a tailored solution that not only resolved their issue but also deepened our relationship and led to a successful upsell.

I prioritize tasks based on urgency and impact and ensure all team members are clear on their responsibilities. Delegating effectively requires understanding each team member's strengths and aligning tasks to maximize efficiency while cultivating skill development.

Feedback is essential to my management style as it fosters open dialogue and continuous improvement. I encourage my team to share their insights and actively seek feedback from customers to inform our strategies and enhance our service.

Collaboration with other departments is crucial in a cross-functional organization. I regularly facilitate meetings to discuss customer feedback, identify systemic issues, and align efforts across teams to ensure we collectively support customer success.

Essential qualities for a successful Manager, Customer Success include empathy, strong communication skills, adaptability, strategic thinking, and an unwavering commitment to customer-first principles. These traits help in fostering loyalty and driving performance.