Director, Customer Success at NICE

<div class="content-intro"><p>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.</p></div><p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>So, what’s the role all about?</strong></span></p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">The Director of Customer Success is accountable for overseeing the team which is responsible for delivering world class business &amp; 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.</span></p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>How will you make an impact?</strong></span></p> <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">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.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Partner with MD, Philippines Operations, and other regional leaders to effectively lead a team of global employees.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Develop and execute retention strategies and renewal processes that meet or exceed the stated retention targets.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Partner with the Sales division to develop strategies and team goals to improve product penetration rates within existing customer portfolio.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">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.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Work closely with the Partner Success Team to provide input on Certified Implementation Partner (CIP) process and performance.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Identify and institute new functional roles, process improvement, technology requirements, and key performance indicators in advance of company and departmental maturity.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Support the Customer Success team with clients identifying areas in which they can use their existing NiCE products more effectively.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Oversee the assignment of accounts to Technical Account Managers and Technical Success Advisors.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">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.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Coach the Management Team, Technical&nbsp;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.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Measure progress/success of each team member via tracking of client retention, references &amp; customer satisfaction.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Responsible for monthly one-on-one meetings with direct reports.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Provide leadership to individuals on team(s) through coaching, feedback, development goals, and performance management.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Responsible for recruiting and staffing decisions, in coordination with other department leaders.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">This position may require travelling as needed.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">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.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Always adhere to the company Code of Ethics and NiCE policies and procedures.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Communicate in an effective and professional way with customers in and outside of NiCE</span></li> </ul> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>Have you got what it takes?</strong></span></p> <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Bachelor’s Degree preferred or equivalent work experience is required. MBA is an advantage but not a requirement.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">12+ years of professional experience in customer service, contact center, and/or B2B technology</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">5+ years management experience as well as building and leading high performing teams.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Experience in leading remote teams is also preferred.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Enablement: professional and confident public presence; experience in commanding large audiences as a trainer and/or speaker.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Desired personal profile: analytical, inquisitive, service, team-oriented, friendly demeanor, early adopter</span></li> </ul> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>Financial Responsibility includes, but not limited to:</strong></span></p> <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">P&amp;L for the segment including staffing costs, T&amp;E, merit adjustments, promotions, and expenses.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Ensuring proper billing practices for NiCE's technology customers</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Following invoicing protocols based on contractual agreements</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Issue and approve credits and/or adjustments to customer accounts as appropriate</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Ensure that expenditures are acquired, reported and approved according to the company's purchasing, travel and credit card policies</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Implementation MAT goals per quarter</span></li> </ul> <p>&nbsp;</p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>What’s in it for you?</strong></span></p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – 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. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NiCEr!</span></p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>&nbsp;</strong></span></p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>Enjoy NICE-FLEX!</strong></span></p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">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. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.</span></p> <p>&nbsp;</p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong><span data-contrast="auto">Requisition ID: </span></strong><span data-contrast="auto">10063</span></span><br><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong><span data-contrast="auto">Reporting into: </span></strong><span data-contrast="auto">Vice President</span></span><br><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong><span data-contrast="auto">Role Type: </span></strong><span data-contrast="auto">Director</span></span></p> <p>&nbsp;</p><div class="content-conclusion"><p><em><strong>About NiCE </strong></em></p> <p><em>NICE Ltd. (NASDAQ: 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. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions. </em></p> <p><em>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. </em></p> <p><em>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.</em></p> <p>&nbsp;</p></div>