Manager, Professional Services

So, what’s the role all about?
The Manager Professional Services (Partner Success) is a blended role combining the skills of a Sr. Consultant with the management responsibilities of a consulting manager. This position is primarily partner-facing but may also require to be customer-facing, billable position chartered with engaging partners and/or 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.  This position, depending on the types of projects onto which he or she is deployed, will be responsible for both technical and business tasks including owning the relationship between NICE and its partners, 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?

SUPERVISORY

• Supervise a team of direct reports consisting of Associate-, Staff-, and Senior-level Consultants.
• Supervise and mentor all intermediate and junior level NICE staff assigned as members of your project team.
• Supervise during project life cycle any intermediate or junior level client staff, or any subcontracted personnel assigned to your project team.
• Supervise and mentor all intermediate and junior level staff working on other projects under your area of responsibility.
• Provide leadership to individuals on team(s) through coaching, feedback, development goals, and performance management.
• Prioritize, assign, and manage department activities and projects in accordance with the department’s goals and objectives.
• Adjust hours of work, priorities, and staff assignments to ensure efficient operation, based on workload.
• Responsible for recruiting, hiring, and dismissals for the department.
• Follow the company Code of Ethics and NICE policies and procedures at all times.
• Communicate in an effective and professional way with customers in and outside of NICE.

PROGRAM MANAGEMENT

• Oversee a team of Project Managers, Partner Success Managers and Partner Program Managers who provide support to our partners’ teams consisting of senior leadership, project managers, implementation managers and platform engineers
• Provide leadership to individuals on team(s) through coaching, feedback, QA audits, quarterly business reviews, and performance improvement plans
• Prioritize, assign and manage department activities and projects in accordance with the department's goals and objectives
• Responsible to provide support in onboarding partners and their Implementation Managers, including organizing of training and certification.
• Responsible to provide support in onboarding partners and their Implementation Managers, including organizing of training and certification.
• Oversee the resolution of escalated issues by ensuring they are promptly and effectively addressed. Regularly communicate progress and outcomes to senior leadership, while actively collaborating with cross-functional teams to resolve challenges and implement solutions.

PROJECT

• 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.
• 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.

TECHNICAL

• Provide Level 2 technical support guidance to partners, internal junior team members and non-technical account managers
• Provide process, data and object modeling in a variety of application and database environments
• Perform quality audits on partner implementations
• Provide forecast updates to quarterly implementation commitments
• Provide assessment of database design, development, and enhancement, as well as management and coordination of changes to existing applications
• Provide insight to technical architecture leadership, analysis, design, development, and enhancement
• Maintain senior-level expertise in industry leading contact center technologies

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
• Assists with up selling to customers
• 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.

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.
• Assist with comprehensive cost/benefit analysis and preparation of business cases for new projects.

Have you got what it takes?

• BS/BA in technical (e.g., CS/IS/EE) or business (e.g., Marketing/MIS) field or equivalent work experience required. MBA preferred.
• 6+ years of professional experience beyond education requirements above.
• 3 - 5 years management experience. Type of experience varies depending on Consultant’s specialization:
• Implementation: broad skills in both technology & analysis; experience in communicating at a technical and functional level while managing business rapport.
• Business Optimization: deep skills around business analysis/call centers; experience in the KPIs and best practices of call centers and their operations.
• Education & Enablement: professional and confident public presence; experience in commanding large audiences as a trainer and/or speaker.
• Engineering Services: deep skills in specialized technical & functional areas; deeply technical expertise around software engineering, programming languages, integration, and/or databases.
• Desired personal profile: analytical, inquisitive, service & team-oriented, friendly demeanor, early adopter.

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.

Enjoy NICE-FLEX!
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.

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!