Vice President, Customer Success Location: Salt Lake City, UT or Remote, USA The VP, Customer Success is accountable for overseeing the team which is responsible for delivering world class business & technical account management to NICE inContact's clients. Specifically, this position is responsible for building, mentoring, developing and leading an in house & remote team of Technical Account Managers. This position supports the Technical/Customer Success 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 inContact technology products.
This role owns and drives the following metrics for their organization:
Net Promoter Score (NPS)
Transactional Customer Satisfaction (CSAT)
Customer Retention
Referenceability
Account P&L - billing, credits, attrition
Achieving customers' business objectives
Customer health scores
Supporting sales upsell, cross-sell, and renewal
Financial Responsibility:
P&L for the segment including staffing costs, T&E, merit adjustments, promotions, and expenses.
Ensuring proper billing practices for NICE inContact's technology customers
Following invoicing protocols based on contractual agreements
Issue and approve credits and/or adjustments to customer accounts as appropriate
Ensure that expenditures are acquired, reported and approved according to the company's purchasing, travel and credit card policies
Major Functions/Responsibility:
Be a senior leader in the matrix organization of Technical 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 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.
Identify and institute new functional roles, process improvement, technology requirements, and key performance indicators in advance of company and departmental maturity
Support the Technical Success team with clients identifying areas in which they can use their existing NICE inContact 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 proactively and effectively identify customer needs and overcome objections to proposed solutions by performing technical benefits assessment for customers and gaining detailed understanding of their environment.
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 global travel
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.
Required Education, Experience, and Specific Job Related Skills
Education Requirement:
Bachelor's degree in Business or Finance or related field or equivalent work experience required.
Experience Requirement:
15+ years experience in customer service, contact center, and/or B2B technology
10+ years experience in building high performance teams
Experience leading a remote team
Experience Preferred:
Leadership experience with a SAAS company.
Master's degree in Business, Finance, Computer Science, or other relevant fields
Working technical knowledge of contact center software/design/functionality.
ABOUT NICE inContact: NICE inContact makes it easy and affordable for organizations around the globe to provide exceptional customer experiences while meeting key business metrics. NICE inContact provides the world's #1 cloud customer experience platform, NICE inContact CXone™, combining best-in-class Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence on an Open Cloud Foundation. NICE inContact is a part of NICE (Nasdaq: NICE), the worldwide leading provider of both cloud and on-premises enterprise software solutions.
