NICE Manager Customer Success 

United States 

588669963

How will you make an impact?

• Ensuring proper billing practices for NICE's technology customers
• Reviewing invoices prior to release to ensure accuracy
• Conducting periodic deep-dive audits (invoice/contracts)
• Engaging necessary resource teams to fix any systemic problems (i.e. IT/Billing)Issue and approve credits and/or adjustments to customer accounts as appropriate
• Ensuring that customer product installations are made in timeframes provided by contracts and Statement of Work
• Provide leadership to individuals on team(s) through coaching, feedback, development goals, and performance management
• Support the Technical Account Managers' efforts with clients, helping them succeed / Manage the assignment of new accounts to Technical Account Managers
• Assisting with up selling to customers
• 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
• This position requires travel (up to 30%)

Have you got what it takes?

• Bachelor's degree in Business Information Systems or related field or equivalent work experience required.
• 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 product knowledge
• Strong mathematical skills
• In depth familiarity with Excel
• Working technical knowledge of contact center software/design/functionality
• 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

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.