Manager, Professional Services, CX

Overview

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's the role all about?

The Manager Professional Services is a blended role combining the skills of a Sr. Consultant with the management responsibilities of a consulting manager. This position is a customer-facing, billable role chartered with engaging customers in a consultative capacity and providing specialized expertise around NICE products, the contact center industry, and other contact center ecosystem topics including CRM, telecommunications infrastructure, analytics, social media, and others. Depending on project types, this role will be responsible for both technical and business tasks including managing customer expectations and satisfaction, configuring NICE products based on best practices and customer requirements, coordinating interdepartmental activities within NICE, tracking time and status within NICE systems, and other tasks related to project success. This position also acts as an organizational leader and is expected to mentor and coach junior staff.

How will you make an impact?

• Ensure that customer product installations are completed within contract and Statement of Work timeframes.
• Accurately adjust customer accounts to ensure the appropriate fees are invoiced.
• Reduce company liability by providing accurate interpretation of the capabilities of the NICE service suite.
• Accurately track hours for customer billing.
• Keep travel costs within budget.
• Assist with up selling to customers.
• Accurately enter products and services on customer accounts according to the contract.
• Manage to a project budget.
• Ensure expenses are reported accurately according to the company's credit card, travel, and purchasing policies.

Major Functions/Responsibilities

• Consultative performance in all areas related to NICE solutions provisioning, implementation, and deployment of technical and business solutions to clients. The customer base includes public and private sector agencies and businesses with diverse information management and contact center environments.

TECHNICAL

• Provide senior-level technical configuration and, where required, programming.
• Provide process, data and object modeling in various application and database environments.
• Provide database design, development, and enhancement, plus management and coordination of changes to existing applications.
• Provide technical architecture leadership, analysis, design, development, and enhancements.
• Maintain senior-level expertise and currency in industry-leading contact center technologies.

PROJECT

• Serve in a project manager capacity managing end-to-end life cycle development of small to large-scale projects.
• Develop costing proposals for projects, perform risk analysis, and manage change control.
• Provide business analysis, user needs analysis, and business systems design for major projects.
• Conduct comprehensive cost/benefit analysis and prepare business cases for projects.

BUSINESS

• Present a professional image in conduct, attitude and attire.
• Assist with the development of client information management standards and evaluation of technology trends.
• Contribute to business area assessment, user needs analysis and business systems design.
• Assist with cost/benefit analysis and preparation of business cases for new projects.

SUPERVISORY

• Supervise a team of direct reports including Associate, Staff, and Senior-level Consultants.
• Mentor intermediate and junior NICE staff on project teams.
• Supervise project team members and any subcontracted personnel during the project lifecycle.
• Provide leadership through coaching, feedback, development goals, and performance management.
• Prioritize, assign, and manage department activities and projects to meet goals.
• Adjust hours, priorities, and staffing as needed for efficient operation.
• Responsible for recruiting, hiring, and firing for the department.
• Follow the company Code of Ethics and NICE policies and procedures at all times.
• Communicate effectively with customers in and outside of NICE.

Have you got what it takes?

• BS/BA in technical (e.g., CS/IS/EE) or business (e.g., Marketing/MIS) field or equivalent work experience required. MBA preferred.
• 6+ years of professional experience beyond education requirements above.
• 3–5 years of management experience. Type of experience varies by specialization: Implementation, Business Optimization, Education & Enablement, Engineering Services.
• Desired personal profile: analytical, inquisitive, service & team-oriented, friendly demeanor, early adopter.

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.

Requisition ID: 8588
Reporting into: Director, Professional Services CX
Role Type: People Manager

What's in it for you?

Join an ever-growing, market-disrupting, global company where teams work in a fast-paced, collaborative, and creative environment. As a market leader, there are opportunities to learn and grow across multiple roles, disciplines, domains, and locations.

About NiCE

NI CE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100, to deliver customer experiences, fight financial crime, and ensure public safety. NiCE software manages more than 120 million customer interactions daily and monitors 3+ billion financial transactions.

Known as an innovation powerhouse in AI, cloud and digital, NiCE is recognized as a market leader with more than 8,500 employees across 30+ countries.

NiCE is an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, disability, veteran status, gender identity, sexual orientation or any other category protected by law.

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