Director, Professional Services at NICE Systems, Inc. in Atlanta, Georgia

Job Description:

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 Director Professional Services role is to oversee the customer journey following contract award of our industry leading Public Safety and Justice SaaS software solutions. The customer journey includes project management, implementation, data ingest and migration, value realization and customer/application support.

How will you make an impact?

• Establish repeatable methodologies and playbooks to ensure consistent, high-quality service delivery supporting all aspects of the Customer Journey - Project Management, Delivery, Value Realization and Customer/Application support
• Create artifacts and documents to support all aspects of the customer journey
• Create a Project Management Office to support the onboarding of customers
• Oversee the successful configuration, integration, data load and test of complex SaaS solutions for customers
• Drive customer adoption and consumption of services through a Value Realization Service (customer success)
• Deliver world class SaaS support through teams in the US and Pune India
• Identify opportunities to automate the customer journey to reduce onboarding time, reduce time to value and drive rapid consumption and growth
• Drive high NPS through superior support throughout the customer journey
• Partner with the Public Safety and Justice Development and Support teams in the UK, Ukraine and Pune to resolve customer issues in both delivery and on-going support
• Maintain quality and on-going internal and external communication with key stakeholders and customers
• Establish KPIs to measure the progress and success of your teams
• Provide the highest level of support and minimize escalations.
• Contribute to the Knowledge Base, document troubleshooting and problem resolution steps. Fostering a culture of continuous improvement, and leveraging data to drive innovation

• Should have 10 years of increasing responsibility in leading cloud delivery and support teams for global enterprise software companies from India
• Demonstrable experience leading a large multi-national team in multiple delivery and support functions
• Demonstrable experiencing establishing new teams to support the customer journey
• Excellent communication skills and executive presence
• Be flexible with working hours when needed to address production critical or urgent matters
• Proven experience leading customer success and consulting teams to drive strategic business outcomes, enhance customer adoption, and maximize value realization.

Join an ever-growing, market disrupting, global company where the teams - comprised of the best of the best - work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!

Enjoy NICE-FLEX!

At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 3 days working from the office and 2days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Requisition ID: 6768Reporting into: VP of Cloud Services
Role Type: Director

About NICE

NICELtd. (NASDAQ: NICE)software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences,fight financial crimeand ensure public safety.Every day, NICE software managesmore than120 million customer interactions and monitors3+billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NICE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

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