Sr. Customer Onboarding Manager

NICE Systems   •  

Salt Lake City, UT

Industry: Software

  •  

8 - 10 years

Posted 242 days ago


As a Sr. Customer Onboarding Manager, a Typical Day Might Include the Following:

TECHNICAL

  • Provides technical configuration and, in some cases, programming as required.
  • Provides design, development, and enhancement, as well as management and coordination of changes to existing applications.
  • Provides technical architecture leadership, analysis, design, development, and enhancement.
  • Minimize NICE inContact's exposure to various contract liabilities by keeping project and task commitments. This includes applying an appropriate amount of tact by handling delicate situations appropriately in order to maximize customer satisfaction.
  • Answers trouble calls/reports.Identifies and resolves all technical challenges as appropriate; executes duties in a thorough and timely manner.
  • Works with other NICE inContact groups to troubleshoot and resolve T1, DS3, Ethernet, OC-X, 1+ and Toll Free services prior to and after the customer is live on the NICE inContact platform.
  • Provides onsite and remote training, as required to ensure knowledge retention and comfort on the platform
  • Deliver help documentation and support, as needed.
  • Manages trouble tickets with the goal of closing tickets and supporting customers quickly and efficiently.
  • Regularly works flexible schedule and on-call services.
  • Provides escalated support to related corporate departments.
  • Acts as a technical liaison or subject matter expert in matters of support to cross-functional NICE inContact departments.
  • Submits entries into a knowledge base designed to address common questions, advanced techniques and best practices.

BUSINESS

  • Become intimately familiar with a customer's contact center and business to become the trusted advisor to the customer through their NICE inContact onboarding process
  • Provide initial assessment meetings and possibly onsite visits to coordinate and conduct training and consulting, as appropriate
  • Contributes to business area assessment, user needs analysis and business systems design.
  • Attends meetings and trainings as required.
  • Acts as an escalation point within the first 90 days of active service
  • Provides insight and feedback on technical issues to immediate supervisor and other outside groups.Acts as a liaison to groups outside of NICE inContact Support.
  • Follows the company Code of Ethics and NICE inContact policies and procedures at all times.
  • Communicates in an effective and professional way with customers in and outside of NICE inContact.
  • Maintains a working knowledge of competitive product lines, especially as it relates to technical strengths and weaknesses of the competitor's products and what strategy NICE inContact should develop to counter.
  • Maintains a working knowledge of all other NICE inContact products/services, competitive product lines, differentiators and industry trends through self-education and NICE inContact's resources.
  • Proactively and effectively identifies customer needs and overcomes objections to proposed solutions by performing technical benefits assessments for customers and gaining detailed understanding of their environment.
  • Develops and presents customized presentations to assigned clients that both quantify and qualify product/service usage, realized benefits, achievements, opportunities and next steps.
  • Develops, administers and responds to client satisfaction surveys on a regular basis.
  • Works directly with NICE inContact product management to deliver feedback from clients to best facilitate ideas and drive innovation for future product enhancements and development.
  • Works with NICE inContact Implementation Team to play a role in smooth customer implementations by providing on-site assistance as directed and providing appropriate feedback to the greater sales team post turn up. 


To Land This Gig You'll Need:

  • Bachelors Degree in Computer Science, Business Information Systems or similar field or equivalent work experiencerequired.
  • 7+ years in a Technical/Service role in software, telecommunications or in customer service, call/contact center and/or service delivery
  • Technical facilitation skills in a Training role
  • Demonstrated technical problem solving proficiency
  • Excellent analytical and advanced troubleshooting skills with end-users/customers
  • Excellent customer service and communication skills, both verbal and written
  • Ability to multitask and work well in a fast-paced environment
  • Proficient in Microsoft Office applications
  • Able to work with little supervision and complete projects