Manager Professional Services

Benefits

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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 position 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. The Manager Professional Services, depending on the types of projects onto which he or she is deployed, 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 the success of his or her engagement. This position is also an organizational leader and is expected to serve as a mentor and coach for junior staff. How will you make an impact? Financial Responsibility Ensure that customer product installations are made in timeframes provided by contracts and Statement of Work Statement of Work Accurately adjust customer accounts ensure the appropriate fees are invoiced Reduce company liability by providing an accurate interpretation of the abilities of the NiCE suite of service Accurately Track hours for customer billing Travel Costs remain within budget Support upsells opportunities and contributes to revenue growth Accurately enter products and services on customer account according to the contract Manage to a project budget. Ensure expense are accurately reported according to the Company's Credit Card, Travel and Purchasing policies. Major Functions/Responsibility This position is responsible for consultative performance in all areas related to NiCE solutions provisioning, implementation, and deployment of technical and business solutions to clients. The customer base consists of public and private sector agencies and businesses employing diverse information management and contact center environments. TECHNICAL Provide senior-level technical configuration and, in some cases, programming as required. Provide process, data and object modeling in a variety of application and database environments. Provide database design, development, and enhancement, as well as management and coordination of changes to existing applications. Provide technical architecture leadership, analysis, design, development, and enhancement. Maintain senior-level expertise and currency in industry-leading contact center technologies. SERVICE DELIVERY & OPERATIONAL EXCELLENCE Monitor the MAC project request queue daily to ensure timely review, prioritization, and backlog management Ensure Professional Services on demand team availability to maintain adequate coverage and that all customer calls are answered within SLA expectations Track project progress across engagements, proactively identifying risks and supporting teams to ensure successful delivery outcomes Balance team workload and resource allocation to optimize utilization and delivery efficiency Drive training and enablement programs for new hires and new product capabilities to ensure team readiness Manage and respond to escalations in a timely manner, ensuring appropriate stakeholder communication and engagement of leadership when needed Proactively identify delivery risks and raise flags to management to enable rapid resolution and maintain customer satisfaction Serve in a project manager capacity via management of end-to-end system life cycle development of small to large-scale projects. Develop costing proposals for projects, perform a risk analysis, and manage change control. Assist with comprehensive cost/benefit analysis and preparation of business cases for new 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. Provide business analysis, business area assessment, the user needs analysis, and business systems design for major projects. Conduct comprehensive cost/benefit analysis and prepare business cases for projects. SUPERVISORY Supervise a team of direct reports consisting of Associate-, Staff-, and Senior-level team members. Supervise and mentor all intermediate and junior level NiCE staff assigned as members of your project team. Supervise during project

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