Qlik is hiring a Manager, Professional Services, CX

At Adyen, we are looking for a Manager, Professional Services, CX to combine deep technical and business expertise with leadership. In this customer-facing, billable role, you will leverage your knowledge of the contact center industry to manage engagements, mentor staff, and serve as a key organizational leader.

What You'll Do

• Engage customers consultatively, providing expertise on NICE products, the contact center industry, CRM, telecommunications, analytics, and social media.
• Manage customer expectations and satisfaction while configuring products based on best practices.
• Coordinate interdepartmental activities and accurately track time and status within company systems.
• Serve as a mentor and coach for junior staff.
• Ensure product installations meet contractual timeframes and adjust customer accounts for invoicing.
• Accurately interpret the abilities of the NICE suite of services to reduce company liability.
• Track hours for customer billing and manage travel costs within budget.
• Assist with upselling and manage to a project budget.
• Provide senior-level technical configuration and, in some cases, required programming.
• Provide process, data, and object modeling in various application and database environments.
• Provide database design, development, enhancement, and management of changes to existing applications.
• Provide technical architecture leadership, analysis, design, development, and enhancement.
• Maintain senior-level expertise in industry-leading contact center technologies.
• Serve as a project manager for end-to-end system life cycle development of small to large-scale projects.
• Develop costing proposals, 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.
• Supervise a team of direct reports including Associate-, Staff-, and Senior-level Consultants.
• Supervise and mentor intermediate and junior level NICE staff assigned to project teams.
• Supervise intermediate or junior level client staff or subcontracted personnel during the project life cycle.
• Provide leadership through coaching, feedback, development goals, and performance management.
• Prioritize, assign, and manage department activities and projects in accordance with departmental goals.
• Adjust hours of work, priorities, and staff assignments to ensure efficient operation.
• Responsible for recruiting, hiring, and firing for the department.

What We're Looking For

• BS/BA in a technical (e.g., CS/IS/EE) or business (e.g., Marketing/MIS) field or equivalent work experience.
• 6+ years of professional experience beyond education requirements.
• 3 - 5 years of management experience.
• For an Implementation specialization: broad skills in both technology & analysis; experience communicating at technical and functional levels while managing business rapport.
• For a Business Optimization specialization: deep skills around business analysis/call centers; experience in KPIs and best practices of call centers and their operations.
• For an Education & Enablement specialization: a professional and confident public presence; experience commanding large audiences as a trainer and/or speaker.
• For an Engineering Services specialization: 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, with a friendly demeanor and an early adopter mindset.

Nice to Have

• MBA preferred.

Team & Environment

You will report to the Director, Professional Services CX.

Work Mode

This is a hybrid position located in Manila, Philippines.

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.