Vice President, Cloud Services

Nice Group Co., Ltd. • Atlanta, GA

277d

About The Position

The Vice President of Cloud Services is responsible for the success of all cloud-based customer deployments for Public Safety and Justice globally. These are concentrated in the United States and United Kingdom, with significant growth in the USA. Alongside Strategic vision for the region and the people management the VP of services is accountable for and includes, Implementation, Rollouts, solution adoption, Customer success as well as Business Development and closely working with the Solution engineering and sales teams to make sure customer visions are achievable and in line with company goals. With the role been an end-to-end role, good contractual knowledge and industry knowledge is required to allow NICE to operate within its own controls. Having a strong cloud technical background and being able to talk confidently about the technical element to win customer trust is a key skill for this role. The VP of Services is the backstop for the region and has a key role in NICE to coach and improve the team to deliver successfully and expand to meet market demands. Industry Knowledge of Public Safety and/or Justice customer space 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. Been able to view all challenges and tasks from a detailed to a strategic view will be required for this role to drive the correct behavior and culture as well as be seen as a trusted advisor.

Requirements

• Deep understanding of cloud services provisioning and management, ideally with Azure.
• 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 in both technical and non-technical environments.
• Excellent presentation skills.
• Business Acumen to drive and support sales initiatives.
• Cultural awareness of regions.
• Industry knowledge of Public Safety and/or Justice environment.
• Legal and contract experience.
• Self-motivated, proactive, 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.
• Ability 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.
• Willing to travel - close to 40% of the time.
• Able to lead and engage remotely across time zones - United Kingdom to West Coast.
• Bachelor's degree in a technical field (or equivalent).

Responsibilities

• Guide, mentor, and coach the Services team to improve process quality, effectiveness, and efficiency.
• Discuss deeply technical situations clearly and precisely with non-technical customers, internal team, R D, and senior management.
• Balance conflicting demands to achieve high customer satisfaction, rapid and accurate deployment and support.
• Manage customers, staff, business partners, and internal stakeholders.
• Achieve KPIs including revenue, profitability, CSAT, ESAT, and Support SLA.
• Develop, build, and maintain effective and highly efficient services and customer success teams.
• Drive cross-functional leadership and collaboration to drive business results.
• Act as escalation point of contact for all services-related matters.
• Drive compliance with methodologies, tools, and practices.
• Ensure development of and adherence to published policies and procedures, to drive continuous service improvement.
• Create and maintain a positive culture.

Benefits

• Join an ever-growing, market disrupting, global company.
• Work in a fast-paced, collaborative, and creative environment.
• Endless internal career opportunities across multiple roles, disciplines, domains, and locations.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree