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. 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 Director, Customer Success is accountable for overseeing the team responsible for delivering world-class business & technical account management to NICE's clients. This position is responsible for building, mentoring, developing, and leading a hybrid team of Professional Services Managers and Individual Contributors. This position supports the Professional Services team in building long-term relationships with new and existing customers by being attentive to their immediate needs, proposing enhancements to products and/or services, and leveraging appropriate company resources to address how clients can better interact with their customers using NICE technology products.
How will you make an impact? Functional leader for the Professional Services (Implementation) CSAT, Time to Turn-up, and MAT.Be a senior leader in the matrix organization of Customer Success, working with Professional Services, Technical Support, and other customer-facing teams to ensure customer outcomes.Partner with MD, Philippines Operations, and other regional leaders to effectively lead a team of global employees.Develop and execute retention strategies and renewal processes that meet or exceed the stated retention targets.Partner with the Sales division to develop strategies and team goals to improve product penetration rates within existing customer portfolios.Lead and partner with other senior leaders to improve overall support and delivery experience.Work closely with the Partner Success Team to provide input on Certified Implementation Partner (CIP) process and performance.Identify and institute new functional roles, process improvements, technology requirements, and key performance indicators.Support the Customer Success team with clients identifying areas in which they can use their existing NICE products more effectively.Oversee the assignment of accounts to Technical Account Managers and Technical Success Advisors.Maintain and disseminate a working knowledge of competitive product lines to the technical success team.Coach the Management Team, Technical Account Managers, and Technical Success Advisors enabling them to identify customer needs and overcome objections to proposed solutions.Measure progress/success of each team member via tracking of client retention, references & customer satisfaction.Responsible for monthly one-on-one meetings with direct reports.Provide leadership to individuals on team(s) through coaching, feedback, development goals, and performance management.Responsible for recruiting and staffing decisions, in coordination with other department leaders.This position may require travel as needed.This is an "on call" position. You may receive calls 24X7 and are expected to be available unless otherwise engaged with another client or on a scheduled vacation.Always adhere to the company Code of Ethics and NICE policies and procedures.Communicate effectively and professionally with customers in and outside of NICE.Have you got what it takes? Bachelor's Degree preferred or equivalent work experience is required. MBA is an advantage but not a requirement.12+ years of professional experience in customer service, contact center, and/or B2B technology.5+ years management experience as well as building and leading high-performing teams.Experience in leading remote teams is also preferred.Enablement: professional and confident public presence; experience in commanding large audiences as a trainer and/or speaker.Desired personal profile: analytical, inquisitive, service-oriented, team-oriented, friendly demeanor, early adopter.Financial Responsibility includes, but is not limited to: P&L for the segment including staffing costs, T&E, merit adjustments, promotions, and expenses.Ensuring proper billing practices for NICE's technology customers.Following invoicing protocols based on contractual agreements.Issue and approve credits and/or adjustments to customer accounts as appropriate.Ensure that expenditures are acquired, reported, and approved according to the company's purchasing, travel, and credit card policies.This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required. This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment. Requisition ID: 5328
Reporting into: Role Type: Director
What's in it for you? Join an ever-growing, market-disrupting, global company where the teams work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations.
At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work each week.
About NICE NICE software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime, and ensure public safety. Known as an innovation powerhouse that excels in AI, cloud, and digital, NICE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries. NICE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation, or any other category protected by law.
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