AddressAt NICE, we don't limit our challenges. We challenge our limits. Constantly. We're relentless. We're ambitious. And we make an impact. Our NICErs bring their A game and spend each day turning it into an A+. And if you're like us, we can offer you the kind of challenge that will light a fire within you.
The Vice President of Services is responsible for the success of a region in relation to End-to-end customer and partner engagement. Alongside Strategic vision for the region and the people management the VP of Services is accountable for and includes, Implementation, Rollouts, solution adoption, Customer success as well as Business Development and closely working with the Solution engineering and sales teams to make sure customer visions are achievable and in line with company goals. With the role been an end-to-end role, good contractual knowledge and industry knowledge is required to allow NICE to operate within its own controls.
Having a good technical background and being able to talk confidently about the technical element to win customer trust is a key skill for this role. The VP of Services is the backstop for the region and has a key role in NICE to make regional changes to steer the company to deliver successfully and expand to meet market demands.
Industry Knowledge of CCAAS solution is a plus as this will help drive the continuation of the winning formula and culture in NICE.
The VP of Services is a leadership role for many teams that will report up to and work alongside this position. Been able to view all challenges and tasks from a micro to a thousand-foot view will be required for this role to drive the correct behavior and culture as well as be seen as a trusted advisor.
Responsibilities include:
- Services leadership managing customers, staff, business partners, and internal stakeholders.
- Achieving KPIs such as booking targets, revenue, and profitability, CSAT and ESAT, Support SLA among others
- Developing, building, and maintaining effective and highly efficient services and customer success teams
- Cross-functional leadership and collaboration to drive business results.
- Act as territory escalation point of contact for all services-related matters.
- Drive compliance with methodologies, tools, and practices
- Ensure adherence to published policies and procedures.
- Supporting the company with opportunities
- Strategy and regional control
- Leadership and communication to the Services and Success teams
- Escalation points and Customer Governance
- Mentor
- Culture creator and up keeper
Skill Requirements:
- Strong knowledge of Project Management practices and Professional Services delivery
- Good management and leadership abilities
- Ability to grasp the requirements of customers and ensure they are addressed through engagements.
- Excellent communication
- Excellent presentation skills
- Business Acumen to drive and support sales initiatives
- Managing business partners
- Reginal regulation understanding
- Cultural awareness of regions
- Must have CCAAS experience.
- Industry knowledge of WEM solution and ACD solution
- Telco knowledge
- Legal and contract experience
Personal Attributes:
- Self-motivated, pro-active, results-oriented professional with an ability to work with minimal direction
- Diligent/detail-oriented, well-organized, Creative thinking approach in problem-solving
- Excellent interpersonal skills at all levels, including people management, leadership and both written and verbal communication skills
- Should be able to adapt in cross-cultural work environments and multi-cultural environments, both socially and at work
- Positive attitude towards change and new environments; Sensitive to the dynamics of a cross-cultural workplace
- Able to relate to people of different personalities and backgrounds; curious, and appreciative of different work patterns while remaining committed to deadlines.
- Able to understand and adjust to cultural differences.
- Willing to travel - 40% of the time.
Qualification:
- Bachelor's degree in a technical field (or equivalent)
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About NICE
NICE Ltd. (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 crime and ensure public safety. Every day, NICE software manages more than 120 million customer interactions and monitors 3+ 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.
