Manager, Professional Services, CX

So, what’s the role all about?

The Manager Professional Services is a blended role combining the skills of a Sr. Consultant with the management responsibilities of a consulting manager. This position is a customer-facing, billable position chartered with engaging 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. The Manager Professional Services, depending on the types of projects onto which he or she is deployed, will be responsible for both technical and business tasks including 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?

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