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NICE VP Services & Support EMEA 
United Kingdom, England, London 
703106117

25.06.2024

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
  • Mentor
  • 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 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)