Priority Support Manager

at  NICE

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 IS THE ROLE ALL ABOUT?

Manager, Global Priority Support is a senior level position, reporting to the Director of Global Customer Support. In this position, the successful candidate will ensure professional, courteous, and efficient customer support service. You will promote productive and positive relationships with customers and internal departments. You will directly manage Customer Support Engineers and work closely with R&D, Account Executives, Region Services Teams, Client Managers and Executive management to manage customer priorities for all Support-related work.

Overall responsibility for the resolution of all issues and completion of all tasks associated with Support Services, effectively and professionally interfacing with various department leaders - both internally and within the customers’ organizations

- - to optimize customer satisfaction and achieve Companies business goals.
- Directly manage the Customer Support Engineers and collaborate with other company personnel (Development, Quality Assurance, Maint. Engineering) to ensure on-time and high-quality delivery of Support to Customers and Business Partners.
- Develop, document, implement, monitor, and continually improve Customer Support methods, procedures, and processes to achieve the desired level of customer satisfaction while attaining Companies operations objectives.
- Develop and maintain accurate and timely reports for the management team, including status reports, resource management, issue status, Root Cause, and customer satisfaction reports.
- Oversee the primary activities of the Customer Support Engineering staff to ensure completion of tasks and attainment of KPIs
- Review reports, forecasts, and analyses to ensure proper staffing levels within the Customer Support function.
- Manage personnel activities of Customer Support Engineering staff, including hiring, training, rewarding, motivation, discipline, top-grading and performance appraisals. Assign work and tasks to the appropriate staff members.
- Serving as the primary escalation point for issues beyond the authority of the Customer Support Managers, you will coordinate resolution of conflicts involving scheduling, resources, or technical issues.
- Other related duties, as assigned