Technical Customer Success Manager Location: San Diego, CA Essential Functions:
Drive resolution of technical escalations, including identification of root cause.
Proactively ensure feature releases run smoothly with assigned accounts.
Liaise closely with the customer success team and other core CXone teams to ensure that customer requests and escalations are resolved.
Will be conducting audits and providing results to the CSMs.
Communicate clearly and accurately to explain technical problems and solutions to potentially non-technical users.
Educate customers on product features or additional services to meet their needs.
Respond to and diagnose problems via an online ticketing system and email following company processes. This will include problem recognition, research, resolution and follow-up steps.
Diagnose and correctly troubleshoot technical issues.
Become a CXone expert! Customers will look to you for advice and expertise.
Be a true proponent of customer success.
Requirements:
2+ years of technical customer service experience.
Knowledge of Javascript, HTML, CSS, MySQL, Python, SSO, and API.
AWS or cloud infrastructure experience.
Customer-focused, enthusiastic, positive and service-oriented.
Effective communication skills.
Skilled at problem-solving, decision making, and ability to navigate challenging situations in a professional manner.
Excited to learn new technology and become a product expert.
Team player, enjoys working hard, exhibits professionalism, is dedicated to meeting and exceeding expectations.
Ability to remain calm and have a sense of humor under pressure.
Physical Requirements:
Must be able to remain in a stationary position 60% of the time
The person in this position needs to occasionally move about inside the office to access cabinets, office machinery, etc.
Constantly operates a computer and other office productivity machinery, such as a printer and copier
Must be able to repetitively type on a computer keyboard daily during a work shift of 8 hours.
The person in this position frequently communicates with fellow co-workers and customers about the CXone product and its processes. Must be able to exchange accurate information in these situations.
ABOUT NICE CXone: NICE CXone makes it easy and affordable for organizations around the globe to provide exceptional customer experiences while meeting key business metrics. NICE CXone provides the world's #1 cloud customer experience platform, NICE CXone CXoneâ„¢, combining best-in-class Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence on an Open Cloud Foundation. NICE CXone is a part of NICE (Nasdaq: NICE), the worldwide leading provider of both cloud and on-premises enterprise software solutions.