Manager of Customer Success

4 days ago

Manila, National Capital Region, Philippines beBeeCustomerSuccess Full time $90,000 - $150,000
Job Summary

We are seeking a skilled professional to join our team as a Manager of Customer Success. In this role, you will be responsible for leading a team of Technical Account Managers and overseeing the delivery of world-class customer service to key customers.

About the Job

The successful candidate will have experience in building high-performance teams and will possess strong leadership skills, with the ability to prioritize, assign, and manage department activities and projects. This individual will also be responsible for recruiting, hiring, coaching, and disciplining employees within the department, as well as performing annual merit reviews, quarterly reviews, and monthly or bi-weekly 1:1s.

Main Responsibilities:
  • Lead a team of Technical Account Managers and oversee the delivery of world-class customer service to key customers.
  • Build, mentor, develop, and lead a team of Technical Account Managers (TAMs).
  • Provide direction to TAMs who are providing technical configuration, programming, database design, and management/coordination of changes to existing applications.
  • Maintain expertise and currency in industry-leading contact center technologies.
  • Determine the need for and provide proposals for projects to improve business operations and effectiveness.
  • Develop costing proposals for projects, perform risk analysis, and manage change control.
Requirements:
  • Bachelor's degree in Computer Science, Business Information Systems, or similar field equivalent work 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.
  • In-depth NICE product knowledge.
  • Proven written and oral communication skills.
  • Strong mathematical skills and in-depth familiarity with Excel.
  • Problem-solving abilities and ability to meet deadlines.
  • Quantitative and statistical analysis skills.
  • Working technical knowledge of contact center software/design/functionality.
Benefits:
  • Maximum flexibility: 2 days working from the office and 3 days of remote work each week.
  • Vibrant, interactive atmosphere with face-to-face meetings.
  • Opportunities for growth and development across multiple roles, disciplines, domains, and locations.
About Us

We are a global company that excels in AI, cloud, and digital. We are consistently recognized as the market leader in our domains and are proud to be an equal opportunity employer.

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