Manager, Professional Services, CX

Who you are

You have a blend of consulting and management experience, ideally with over 5 years in a customer-facing role within the contact center industry. Your expertise in NICE products and related technologies allows you to engage effectively with clients, ensuring their needs are met with precision and care. You excel in managing customer expectations and satisfaction, demonstrating a strong understanding of CRM systems and telecommunications infrastructure. Your analytical skills enable you to provide insights that drive customer success and product adoption.

You are a natural leader, capable of mentoring and coaching junior staff, fostering a collaborative environment that encourages growth and development. Your communication skills are top-notch, allowing you to articulate complex concepts clearly to both technical and non-technical stakeholders. You thrive in a fast-paced environment and are adept at managing multiple projects simultaneously, ensuring timely delivery and adherence to best practices.

Desirable

Experience with analytics tools and methodologies is a plus, as is familiarity with social media integration within the contact center ecosystem. You are comfortable navigating interdepartmental activities and can coordinate effectively to achieve project goals. Your proactive approach to problem-solving and customer engagement sets you apart as a candidate who can drive significant impact.

What you'll do

In this role, you will be responsible for engaging customers in a consultative capacity, providing specialized expertise around NICE products and the contact center industry. You will manage customer expectations and satisfaction, ensuring that product installations are completed within the timeframes outlined in contracts and Statements of Work. Your responsibilities will include configuring NICE products based on best practices and customer requirements, as well as tracking project status and time within NICE systems.

You will coordinate interdepartmental activities to ensure seamless project execution and will serve as a mentor and coach for junior staff, helping them develop their skills and advance their careers. Your role will also involve analyzing customer feedback and performance metrics to identify areas for improvement and drive customer success initiatives.

What we offer

NICE offers a dynamic work environment where you can challenge your limits and grow your career. You will have the opportunity to work with a diverse team of professionals dedicated to delivering exceptional customer experiences. We provide competitive compensation and benefits, along with opportunities for professional development and advancement within the organization. Join us in making a significant impact in the contact center industry and helping our customers achieve their goals.