Overview Since our founding in 1924, we've cut cardiovascular disease deaths in half, but there is still so much more to do. To overcome today’s biggest health challenges and accelerate this progress, we need passionate individuals like you. Join our movement, be part of the progress, and help ensure a healthier future for all. You matter, and so does the impact you can make with us. The American Heart Association has an excellent opportunity for a Client Services Manager for the National Corporate Relations Team. This is a remote position. In this role, you will provide operational and financial leadership across NCR’s $120M+ portfolio, ensuring financial integrity, compliance, and execution excellence. You will serve as a key operational partner to the National Corporate Relations team and cross-functional stakeholders, overseeing financial management, budgeting, reporting, and issue resolution to support the successful delivery of account-funded initiatives. This role requires strong independent judgment, exceptional attention to detail, and the ability to navigate complex financial and operational processes while building and maintaining effective relationships with internal teams and external corporate partners. The Association offers many resources to help you maintain work-life harmonization through your changing needs and life situations. To help you be successful, you will have access to Heart U, our award-winning corporate university, as well as additional training and support, locally. #TheAHALife is more than a company culture; it is our way of life. It embodies our commitment to work-life harmonization and is guided by our core values where our employees can thrive both personally and professionally. Discover why you will Be Seen. Be Heard. Be Valued at the American Heart Association by following us on LinkedIn, Instagram, Facebook, X, and at heart.jobs. Responsibilities Account Operations & Relationship Support - Act as a trusted internal resource, ensuring account needs are addressed efficiently, accurately, and in alignment with organizational policies and contractual agreements. - Anticipate operational and financial risks, proactively identifying issues and recommending solutions with minimal supervision. - Partner closely with internal teams to resolve account-related challenges and support smooth execution of initiatives. Financial Management - Manage and oversee account finances for assigned corporate accounts, ensuring accurate tracking. - Perform and support financial reconciliation, ensuring alignment between contracts, invoices, recorded revenue, and investigate and resolve discrepancies in partnership with Finance. - Support invoice readiness, billing documentation, and revenue recognition processes to ensure timely and accurate financial transactions. - Monitor financial performance and proactively identify risks, variances, or compliance concerns. - Maintain complete, accurate financial records and documentation to support audits, forecasting, renewals, and internal and external reporting. - Provide clear financial summaries, insights, and reporting to leadership to support decision-making and account planning. Qualifications - Bachelor’s Degree or equivalent work experience - Minimum of three (3) years of relevant experience in operations or finance related roles. Five (5)+ years is preferred. Demonstrated ability to: - Make sound decisions independently in a fast-paced environment - Manage multiple priorities with strong attention to detail - Communicate clearly and professionally with internal teams and external corporate partners - Decision making ability towards solving problems, while working under pressure and effectively communicating these solutions to co‑workers - Strong organizational, time management, and problem-solving skills. - Advanced proficiency in PowerPoint, Word, Excel, and Smartsheet including financial tracking and reporting. - Ability to effectively interact with corporate representatives and internal leaders at a senior level. Compensation & Benefits The expected pay range is $75,000 - $85,000. Pay is commensurate with experience; geographic differentials to the pay range may apply. The American Heart Association reserves the right to pay more or less than the posted range. The American Heart Association invests in its people. Here are the main components of our total rewards package. Visit Rewards & Benefits to see more details. - Compensation – Our goal is to ensure you have a competitive base salary. That’s why we regularly review the market value of jobs and make adjustments, as needed. - Performance and Recognition – You are rewarded for achieving success through annual salary planning and incentive programs; eligibility for an incentive program is based on the type of position. - Benefits – We offer a wide array of benefits including medical, dental, vision, disability, and life insurance, along with a robust retirement program that includes an employer match and automatic contribution. As a mark of our commitment to employee well-being, we also offer an employee assistance program, employee wellness program and telemedicine, and medical consultation. - Professional Development – You can join one of our many Employee Resource Groups (ERG) or be a mentor/mentee in our professional mentoring program. Heart U is the Association’s national online university, with more than 100,000 resources designed to meet your needs and busy schedule. - Work-Life Harmonization – The Association offers Paid Time Off (PTO) at a minimum of 16 days per year for new employees. The number of days will increase based on seniority level. You will also have a total of 12 paid holidays off each year, which includes several days off at the end of the year. - Tuition Assistance - We support the career development of all employees. This program provides financial assistance to employees who wish to further their education and career in relation to their current duties and responsibilities, or for potential future positions in the organization. The American Heart Association’s 2028 Goal: Building on over 100 years of trusted leadership in cardiovascular and brain health, by 2028 the Association will drive breakthroughs and implement proven solutions in science, policy, and care for healthier people and communities. The greatest discoveries in health must reach everyone where they are. At American Heart Association | American Stroke Association, our mission is to be a relentless force for a world of longer, healthier lives, regardless of race, ethnicity, gender, gender identity, religion, age, language, sexual orientation, national origin and physical or cognitive abilities.This position not a match with your skills? Click here to see other opportunities. In accordance with local and state laws where applicable, qualified applicants with arrest or conviction records will be considered for employment. EOE/Protected Veterans/Persons with Disabilities #LI-DNP

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. The Professional Services Engineer is a customer-facing, billable position chartered with engaging customers in a consultative capacity and providing specialized expertise around NICE products the contact center industry, and other contact center ecosystem topics including CRM, telecommunications infrastructure, analytics, social media, and others. This position, depending on the types of projects onto which he or she is deployed, will be responsible for both technical and business tasks including managing customer expectations and satisfaction, configuring NICE products based on best practices and customer requirements, coordinating inter-departmental activities within NICE, tracking time and status within NICE systems, and other tasks related to the success of his or her engagement. The Professional Services Engineer is also an organizational leader and is expected to serve as a mentor and coach for junior staff. ​This position is responsible for consultative performance in all areas related to NICE solutions provisioning, implementation, and deployment of technical and business solutions to clients. The customer base consists of public and private sector agencies and businesses employing diverse information management and contact center environments. As a Professional Services Engineer, a Typical Day Might Include the Following: TECHNICAL - Provide Staff-level technical configuration and, in some cases, programming as required. - Provide process, data and object modeling in a variety of application and database environments. - Provide database design, development, and enhancement, as well as management and coordination of changes to existing applications. - Provide technical architecture leadership, analysis, design, development, and enhancement. - Maintain Staff-level expertise and currency in industry leading contact center technologies. PROJECT - Serve in a project manager capacity via management of end to end system life cycle development of small to large-scale projects. - Develop costing proposals for projects, perform risk analysis, and manage change control. - Provide business analysis, business area assessment, user needs analysis and business systems design for major projects. - Conduct comprehensive cost/benefit analysis and prepare business cases for projects. BUSINESS - Present a professional image in conduct, attitude and attire. - Assist with the development of client information management standards and evaluation of technology trends. - Contribute to business area assessment, user needs analysis and business systems design. - Assist with comprehensive cost/benefit analysis and preparation of business cases for new projects. SUPERVISORY - Supervise during project life cycle any junior level client staff, or any sub-contracted personnel assigned to your project team. To Land This Gig You'll Need: - BS/BA in technical (e.g., CS/IS/EE) or business (e.g., Marketing/MIS) field or equivalent work experience required. - MBA preferred. - 4+ years of professional experience beyond education requirements above. - Type of experience varies depending on Professional Service Engineers specialization: - Implementation: broad skills in both technology & analysis; experience in communicating at a technical and functional level while managing business rapport. - Business Optimization: deep skills around business analysis/call centers; experience in the KPIs and best practices of call centers and their operations. - Education & Enablement: professional and confident public presence; experience in commanding large audiences as a trainer and/or speaker. - Engineering Services: deep skills in specialized technical & functional areas; deeply technical expertise around software engineering, programming languages, integration, and/or databases. - Desired personal profile: analytical, inquisitive, service & team-oriented, friendly demeanor, early adopter. Bonus Experience:  - ​Prior consulting experience. 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.

• Receipt of Helpdesk calls from investigator sites, recording of the issues and resolution of the issue through use of the Admin console • Receipt of calls from IVR companies to provide order tracking information, and to resolve problems encountered after an order is received • Resolving 1st level calls for all global locations • Escalating calls appropriately when required • Ensuring all Helpdesk calls are logged and followed through to resolution, as follows: Creation of a ticket in ICCM Engaging in conversation with PM/client/site Submission of a DCR to Production Support, as necessary and appropriate Completing all steps as outlined in the Helpdesk Study Guide Confirmation of issue resolution with client/site • Monitoring the CIRT Admin Console for error messages generated by transaction processes, as well as monitoring the faxes in and out for error messages • Assessment of the error messages and transaction failures to decide what action needs to be taken • Calling investigator sites and monitors to resolve issues resulting from transaction failures • Calling investigator sites and internal clients to resolve issues resulting from Helpdesk calls • Monitoring and distributing Right Fax communications effectively • Participation in cross-functional business process improvement activities as required • Implementation of new working practices within the team • Management of site information – updating and cleaning of study site data at the start and throughout a study • Providing administrative support to the CIRT and Logistics project management teams when Helpdesk workload permits • Complete metrics reports and review with Supervisor/Team Members • Provide Helpdesk specific training(s) to new hires • Act as a mentor for new hires, for a period of 6-12 months, as appropriate • Handle escalation calls and tickets from Customer Care Representative • Scheduling of Associates in consultation with the Team Lead and Manager

At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It’s why we’re coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we’re headed. We’re proud to share our story and Make Amazing Happen at CDW. Position Summary The Director, Professional Services is accountable for the day-to-day execution of Mission’s Professional Services delivery organization. This leader runs the weekly operating rhythm, owns delivery escalations, drives utilization and gross margin performance, and ensures predictable conversion of backlog into successful customer outcomes. This role directly manages the Professional Services leadership team and ensures tight coordination across Cloud delivery, AI delivery, the PMO, Professional Services Customer Success/Onboarding, and Professional Services operations and tooling. The Director is the primary Professional Services leadership presence for customers when delivery issues arise and leadership engagement is required. This position is 100% remote with up to 10% travel. 90-Day Outcomes (Success Profile) Within 90 days of starting, the Director, Professional Services will: Own day-to-day, week-to-week, and month-over-month delivery operations across the Professional Services organization with minimal escalation to the Practice VP. Assume ownership of Director-level escalations and triage, serving as the leadership face for customers when needed and resolving edge-case delivery problems. Assume ownership of the existing monthly capacity planning process and ensure it runs consistently every month with a rolling 3-month outlook for capacity, demand, target utilization, and target revenue—driving clear actions when gaps or constraints are identified. Take ownership of utilization and gross margin performance by applying consistent operating levers, enforcing accountability, and driving corrective actions. Maintain and enforce the Professional Services operating cadence (meetings, reporting, communications) to keep teams aligned, accountable, and executing. Core Accountabilities (Lead | Manage | Accountability) - Professional Services Delivery Operations & Execution - Professional Services Backlog Conversion - Professional Services Utilization - Professional Services Gross Margin Performance - Professional Services Customer Satisfaction & Escalation Management - Capacity Planning Ownership and 3-Month Outlook Discipline - Cross-Team Coordination (Cloud, AI, PMO, ProServe Ops) Key Responsibilities Delivery Operations & Execution - Own the day-to-day execution of Professional Services delivery across multiple teams and active customer engagements. - Ensure predictable delivery performance through consistent visibility into project health, milestones, staffing, risks, and outcomes. - Drive operating discipline across delivery: clear ownership, fast issue resolution, and consistent follow-through. Escalations, Triage & Customer Leadership - Serve as the primary escalation point for Professional Services delivery issues and customer concerns requiring leadership engagement. - Lead triage and resolution for complex and edge-case delivery problems (scope ambiguity, priority conflicts, resourcing constraints, delivery risk). - Act as the Professional Services leadership representative in customer conversations when customers request escalation to a PS leader. - Ensure escalations are documented, tracked to closure, and used to drive systemic improvement—not just one-off fixes. Utilization & Gross Margin Performance - Own monthly utilization targets and gross margin performance for Professional Services; proactively identify gaps and drive corrective actions. - Improve delivery economics through effective staffing decisions, resource optimization, scope/change control, and write-off prevention. - Partner with Finance and PS Operations to ensure accurate measurement, reporting, and accountability for delivery performance. Capacity Planning & Forecasting - Own and maintain the existing monthly capacity planning process with a rolling 3-month outlook covering capacity, demand, target utilization, and target revenue. - Ensure inputs are collected on time, forecasts are accurate, and decisions translate into staffing actions (re-assignments, hiring signals, subcontractor use, schedule adjustments). - Partner with Sales and Pre-Sales counterparts to align near-term demand with delivery readiness and improve forecast reliability. Leadership, Cadence, and Cross-Team Collaboration - Directly manage Professional Services leaders; coach, develop, and hold them accountable for results and execution. - Maintain and continuously improve the department’s meeting cadence and communication systems to keep work organized and teams coordinated. - Foster coordination and collaboration between Cloud and AI delivery teams, the PMO, and ProServe operations to ensure consistent execution and customer experience. Process Improvement & Operational Maturity - Identify operational gaps and implement repeatable delivery processes that increase predictability, quality, and scalability. - Define and improve metrics that measure delivery performance, utilization, margin, backlog conversion, and customer satisfaction. - Drive adoption and improvement of Professional Services tooling and reporting to support transparency and execution. Scope and Interfaces - The Director, Professional Services owns execution of Professional Services delivery and is accountable for delivery performance, escalations, utilization, and margin outcomes. - The Practice VP, Professional Services retains ownership of Professional Services strategy and overall leadership, and separately leads Pre-Sales Engineering and the Services & Solutions Innovation (AI R&D) team. The Director partners closely with those groups to ensure delivery readiness and strong handoffs, but does not manage those organizations. Success Metrics (Examples) - Utilization vs target (monthly) - Gross margin vs target (monthly/quarterly) - Backlog conversion (aging, start rate, completion rate) - Delivery predictability (on-time milestones, schedule adherence) - Escalation volume and time-to-resolution - Customer satisfaction trend (CSAT/NPS or internal proxy) - Forecast accuracy (capacity plan vs actuals) Requirements - 10+ years in professional services delivery (cloud/software/technical consulting), including 5+ years leading managers and multi-team delivery. - Proven ability to run operational cadence and drive predictable delivery outcomes across multiple concurrent engagements. - Demonstrated ownership of delivery escalations and executive-level customer conversations. - Strong experience managing utilization, margin, and delivery performance metrics. - Experience owning and operating a capacity planning cadence and short-range forecasting in a services organization. - Strong cross-functional leadership and communication skills (written, verbal, executive presence). - Cloud experience strongly preferred; AWS experience a plus. - AWS Cloud Practitioner certification (required within 1 year of employment). - Ability to travel up to 10%. We make technology work so people can do great things.     CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive. CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.      CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, CDW’s goal is to get to know you as an applicant and understand your experience, strengths, skills, and qualifications. While AI can help you present yourself more clearly and effectively, the essence of your application should be authentically yours. To learn more, please review CDW's AI Applicant Notice.