Manager, Customer Success @NICE Ltd.

Overview

The Manager, Customer Success at NiCE will oversee a Technical Account Management team dedicated to providing exceptional customer service to key clients. This role focuses on mentoring and developing the team while building long-term relationships with both new and existing customers.

Key Responsibilities

• Lead and mentor a team of Technical Account Managers (TAMs), ensuring high industry standards in customer satisfaction and retention.
• Manage technical configurations, programming, and application changes.
• Conduct project proposals, business analysis, and cost/benefit assessments to enhance business operations.
• Supervise the assignment of accounts to TAMs and ensure client success through effective coaching.
• Oversee customer satisfaction surveys and track enhancement requests.
• Communicate professionally and effectively with customers and internal teams.

Requirements

• Bachelor's degree in Computer Science, Business Information Systems, or a related field.
• 7+ years of experience in customer service or service delivery, preferably in a contact center environment.
• 3+ years of experience in building high-performance teams.
• Strong analytical and problem-solving skills.
• Exceptional communication skills, both written and oral.
• Proficient technical knowledge of contact center software.
• Experience in project management.
• Experience working with Enterprise-level accounts.

Benefits

Employees can enjoy a flexible working environment, consisting of 2 days in the office and 3 days remote work each week. NiCE also offers numerous opportunities for internal career growth.

Location

This is a remote position based in the Philippines.

How to Apply

Interested candidates should apply through the company's career page.