Manager, Customer Success Management

Join to apply for the Team Lead, Customer Success Management role at NiCE

Join to apply for the Team Lead, Customer Success Management role at NiCE

The Team Lead, Customer Success Manager role is a Player/Coach role responsible for both managing a portfolio of accounts and leading a team of Customer Success Managers. This is an ideal opportunity for someone looking to step into people management while continuing to contribute directly to customer success.

As part of NICE’s Customer Success Team, you’ll guide public safety customers through the adoption of our cloud-based Evidencentral platform. You'll ensure successful digital transformation by driving product adoption and consumption, monitoring key metrics, and proactively resolving roadblocks to value realization.

Evidencentral unifies digital evidence and case data to support public safety and justice agencies from incident response through prosecution. Our solutions help agencies work more efficiently and collaboratively—so justice flows smoothly, from incident to court.

How will you make an impact?

Leadership, Coaching and Mentoring

• Provide hands on coaching and mentoring to team members on strategies and tactical plans to achieve customer advocacy and trusted advisor status.
• Encourage continuous learning within the team by providing tools and resources that allows the team to grow their skills.
• Coach the team to be long term oriented with customer and constantly looking for opportunities to build loyalty by demonstrating value and bringing resources to bear.
• Advise the assigned team on very specific customer strategies on building loyalty, leading with value, filling while spaces and demonstrating the full use of solutions and services.
• Conduct weekly one on ones with CSM team and contribute/lead weekly team meetings.
• Manage the day-to-day operations, goal setting, performance management, and growth of the team.

Customer Success Manager

• Serving as the primary customer contact and advocate for the post-sales customer journey for identified accounts
• Building and executing an account specific relationship framework (executive sponsor, technical and operational leadership), inclusive of regularly scheduled status calls, quarterly business reviews, roadmap reviews and account planning sessions.
• Running regular, proactive meetings and other communications with each client. Keeps meticulous records, and is accountable for internal and external follow-through (leveraging resources and associated teams at NiCE)
• Accountable for driving customer adoption of Evidencentral as measured by consumption of services according to contracted amount, usage rates, and NPS/CSAT
• Driving customer adoption and consumption by educating customer on how to internally promote the use of Evidencentral, identifying and prioritizing critical use cases and applying critical features, driving expansion, then monitoring consumption usage
• Connecting the value realized by customers to the vision they embraced when NiCE solutions were selected through initial workshop/consulting engagements
• Leveraging internal subject matter experts to help customers optimize their investment, ensure program objectives are being met and measure the value of the solution to their organizations.
• Identifying blockers for adoption and consumption and finds solutions by collaborating with clients and cross-functional Public Safety and Justice teams.
• Actively farms existing account base to identify upsell and cross-sell opportunities.
• Providing valuable account information and insight to sales team to fuel the sales engine, and to help refine go-to-market approach, thus influencing both upsales and new sales.
• Leading the renewal and expansion of subscription services for assigned accounts, works with sales through NiCE’s admin process

Have you got what it takes?

• 2+ years’ experience in account/client relationship management.
• 2-4 years of proven leadership experience, ideally in a team lead, supervisory, or management role, with a demonstrated ability to guide, develop, and support high-performing teams.
• User application training experience is desirable
• Operational process re-engineering experience is desirable
• Excellent organizational and multi-tasking skills, ability to remain calm under pressure and ‘think on one’s feet’
• Exceptional interpersonal, listening, written and verbal communication skills are a must.
• Exceptional presentation skills and ability to create organized and thoughtful presentations
• Ability to learn about technology solutions and be able to teach and inspire others on how to use the solution and get value from the solutions
• Ability to lead and motivate, develop clear and creative solutions and manage multiple initiatives simultaneously.
• Comfortable dealing with complex customer relationships, decision processes and competing agendas.
• Proven track record of successfully building and nurturing client relationships.
• Superior critical thinking, decision making and problem-solving skills.
• Ability to travel up to 25% within the US

What’s in it for you?

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!

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.

Requisition ID: 7982

Reporting into: Director, Customer Success

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Consulting, Business Development, and Information Technology

• Industries

  Software Development

Referrals increase your chances of interviewing at NiCE by 2x

Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

Get notified about new Customer Service Team Lead jobs in Atlanta Metropolitan Area .

Atlanta, GA $125,000.00-$150,000.00 5 days ago

Alpharetta, GA $75,000.00-$90,000.00 2 weeks ago

Atlanta Metropolitan Area $30.00-$35.00 1 day ago

Customer Service & E-Commerce Supervisor - Full Time

Atlanta, GA $100,000.00-$120,000.00 4 days ago

Customer Service & E-Commerce Supervisor - Full Time

Customer Service Representative - REMOTE

Call Center Customer Service Representative

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.