Director, Customer Success

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. And 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 of Customer Success is accountable for overseeing the team which is responsible for delivering world class business technical account management to NiCE’s clients. Specifically, 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 product 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? 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 portfolio. Lead and partner with other senior leaders to improve overall support and delivery experience; including but not limited to Customer Experience, Sales, Professional Services, Technical Support, and more. 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 improvement, technology requirements, and key performance indicators in advance of company and departmental maturity. 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 in order to leverage the technical strengths and weaknesses of the competitor's products to develop more qualified opportunities. Coach the Management Team, Technical Account Managers, and Technical Success Advisors enabling them to identify customer needs and overcome objections to proposed solutions by performing technical benefits assessment for customers and gaining detailed understanding of their environment proactively and effectively. 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 travelling 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 in an effective and professional way 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 pe ... (truncated, view full listing at source)