Director of Support

NICE Actimize (a fully-owned subsidiary of NICE Systems (NASDAQ: NICE) is comprised of talented, creative and dedicated individuals with a passion for delivering innovative solutions to the market. At NICE Actimize, we recognize that every employee’s contributions are integral to our company’s growth and success. To find and acquire the best and brightest talent around the globe, we offer a challenging work environment, competitive compensation, and benefits, and rewarding career opportunities. Come share, grow, and learn with us – you’ll be challenged, you’ll have fun and you’ll be part of a fast growing, highly respected organization. 

America Director of Customer Support

Manage a group of cross cross-functional engineers that support the Actimize entire Product Portfolio (On-Prem and Cloud)
Description
1. Manage Tier 1,2 and 3 support groups (40-50 employees).
2. Full ownership of the on-prem and cloud customers for EMEA and APAC regions.
3. Build strong relationships with customers to improve CSAT.
4. Meet the SLAs and KPIs as defined in the service contracts
5. Lead and conduct Continuous Improvement processes through analysis of issues coming from the field.
6. Provide high-quality service and deliverables.
7. Maintain productive partnerships with other groups within the organization such as Professional Services, R&D, and Cloud operations.
8. Maintain Customer Engagement processes - Interact with Actimize Customers on issues resolution, Lead Customer Escalations.
9. Build a maintain highly engaged team across multiple sites and with a matrix management relationship
10. Lead and conduct processes to reduce the tickets backlog
Knowledge & qualifications:
Degree in Computer Science, Industrial/ Electronic Engineering,
Or significant practical relevant technical experience/knowledge in IT, infrastructure, and complex integrations solutions
Requirements:
Support Group Management - 7+ years of Experience
Outbound/Customer exposure role 5+ Years of experience.
Experience with complex systems.
Manage teams in cross/matrix relationships- Must
Excellent verbal and written communication skills.
Excellent Leadership skills - Must
Great interpersonal and communication skills / Customer Facing skills
Experience supporting Cloud products – 3+ years of Experience