Director – Professional Services
| Company | NICE |
|---|---|
| Location | Atlanta, GA, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Expert or higher |
Requirements
- 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.
Responsibilities
- 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
Preferred Qualifications
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No preferred qualifications provided.