NICE Director Professional Services 

United States, Georgia, Atlanta 

283613164

How will you make an impact?

• Establish repeatable methodologies and playbooks to ensure consistent, high-quality service delivery supporting all aspects of the Customer Journey – Project Management, Delivery, Value Realization and Customer/Application support
• Create artifacts and documents to support all aspects of the customer journey
• Create a Project Management Office to support the onboarding of customers
• Oversee the successful configuration, integration, data load and test of complex SaaS solutions for customers
• Drive customer adoption and consumption of services through a Value Realization Service (customer success)
• Deliver world class SaaS support through teams in the US and Pune India
• Identify opportunities to automate the customer journey to reduce onboarding time, reduce time to value and drive rapid consumption and growth
• Drive high NPS through superior support throughout the customer journey
• Partner with the Public Safety and Justice Development and Support teams in the UK, Ukraine and Pune to resolve customer issues in both delivery and on-going support
• Maintain quality and on-going internal and external communication with key stakeholders and customers
• Establish KPIs to measure the progress and success of your teams
• Provide the highest level of support and minimize escalations.
• Contribute to the Knowledge Base, document troubleshooting and problem resolution steps. Fostering a culture of continuous improvement, and leveraging data to drive innovation

Have you got what it takes?

• Should have 10 years of increasing responsibility in leading cloud delivery and support teams for global enterprise software companies from India
• Demonstrable experience leading a large multi-national team in multiple delivery and support functions
• Demonstrable experiencing establishing new teams to support the customer journey
• Excellent communication skills and executive presence
• Be flexible with working hours when needed to address production critical or urgent matters
• Proven experience leading customer success and consulting teams to drive strategic business outcomes, enhance customer adoption, and maximize value realization.

VP of Cloud Services