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)