Make experiences flow.
Support Delivery Manager, CX
Location
United States
Posted
106 days ago
Salary
0
No structured requirement data.
Job Description
Support Delivery Manager, CX
NICE
At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you. So, what’s the role all about? The Support Delivery Manager is a trusted advisor to NICE’s customers and will provide both proactive and reactive post-implementation support ensuring alignment with the Customer’s priorities and NICE’s business objectives. The SDM is responsible for maintaining a strategic relationship across all client business units influencing tactical activities to drive service excellence for designated accounts. The SDM is required to be a subject matter expert in the NICE Solutions deployed at their designated clients and ensure maximum value is achieved from the NICE solution. You will be the primary interface between the Customers and NICE’s support organizations while managing critical issues, problems and requests related to escalations and missed expectations. The SDM is an extension on the Support Management Team focused on escalation management, Technical Communication, driving resolution and technical best practices. How will you make an impact? - Understand the full solution NICE & 3rd party integrations for designated accounts - Analyze support activity and SR trends for the assigned account ensuring SLAs are met, CSAT is achieved and/or provide recommendations to close gaps- Facilitate Meetings - First point of escalation for designated accounts for support process issues not resolved by the standard process - Facilitate problem resolution across NICE internal teams, driving actions, communication and RCA/Best Practices - Establish relationships and effectively communicate with key members of Customer’s technical team including management personnel. - Identify barriers to product adoption and partner with appropriate NICE and Customer teams to optimize Customer success. - Develop, implement and maintain standard practices for designated accounts aligned with the Global SDM operating model - Oversee transition phase from Client Services to Customer Support (documentation and report review, completed project sign-off, documented acceptance, updated internal sites with hand off materials)- Ensure Day 2 readiness and Success - Act as Back up for Support Managers as directed - Mentor and coach Engineers from a technical perspective - Communicate and advocate customer requirements and concerns to product management team R&D and other internal stakeholders - Lead Root Cause/Best Practice sessions with Customers and internally as required - As a 24x7x365 organization, on-call responsibilities may be required as well as occasional travel to customer sites. Have you got what it takes? - Possess excellent organizational and communication skills. - Strong ability to use facts and data to influence decisions - Ability to prioritize and make appropriate decisions. - Proven ability to meet deadlines and maintain quality standards. - Excellent problem-solving skills, strong customer service and interpersonal skills, plus a demonstrated ability to work with a diverse group of associates. - Ability to interact effectively with all levels of management and customers. - Ability to work with minimal guidance or supervision in a time critical environment. - Ability to be flexible and quickly adapt to changing business needs and processes. What’s in it for you? Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr! About NiCE NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions. Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries. NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.
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Please indicate whether each job listed was full-time or part-time. If part-time, include number of hours worked per week. Instructions for cover letter: please describe how you meet the preferred qualifications in the posting. Education verification documents (transcripts, high school diploma, or GED certificate) may be required at the time of hire. Positions posted with a Staff Type of Regular or Term are eligible for the Veteran Preference Program. See the Veteran Preference Program webpage for additional details. The University of New Mexico is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability, or any other protected class. The University of New Mexico requires all regular staff positions successfully pass a pre-employment background check. This may include, but is not limited to, a criminal history background check, New Mexico Department of Health fingerprint screening, New Mexico Children, Youth, and Families Department fingerprint screening, verification of education credentials, and/or verification of prior employment. For more information about background checks, visit https://policy.unm.edu/university-policies/3000/3280.html. Refer to https://policy.unm.edu/university-policies/3000/3200.html for a definition of Regular Staff.

