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VP of Service Delivery and Customer Success
4 months ago
At 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.
So, what’s the role all about?
The Vice President of Services is responsible for the success of the EMEA 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 Implementation, Rollouts, solution adoption, Customer success as well as Business Development and will work closely with the Solution engineering and sales teams to make sure customer visions are achievable and in line with company goals. With the role being 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. Being 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 behaviour and culture as well as be seen as a trusted advisor.
How will you make an impact?
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
Culture creator and up keeper
Have you got what it takes?
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 presentation skills
Business Acumen to drive and support sales initiatives
Managing business partners
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)
What’s in it for you?
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
At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days 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.
#LI-Hybrid
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.
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