WFM Manager, Professional Services

Location: Remote, US

Primary Purpose

The Manager Professional Services is a blended role combining the skills of a Sr. Consultant with the management responsibilities of a consulting manager. This position is a customer-facing, billable position chartered with engaging customers in a consultative capacity and providing specialized expertise around CXone products, the contact center industry, and other contact center ecosystem topics including CRM, telecommunications infrastructure, analytics, social media, and others.  The Manager Professional Services, 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 CXone products based on best practices and customer requirements, coordinating inter-departmental activities within CXone, tracking time and status within CXone systems, and other tasks related to the success of his or her engagement.  This position is also an organizational leader and is expected to serve as a mentor and coach for junior staff.

Financial Responsibilities:

• Ensure that customer product installations are made in timeframes provided by contracts and Statement of Work
• Accurately adjust customer accounts ensure the appropriate fees are invoiced
• Reduce company liability by providing an accurate interpretation of the abilities of the CXone suite of service
• Accurately Track hours for customer billing
• Travel Costs remain within budget
• Assists with up selling to customers
• Accurately enter products and services on customer account according to the contract
• Manage to a project budget.
• Ensure expense are accurately reported according to the Company’s Credit Card, Travel and Purchasing policies.

Major Functions/Responsibilities:

• This position is responsible for consultative performance in all areas related to CXone 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.

TECHNICAL

• Provide senior-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 senior-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 a team of direct reports consisting of Associate-, Staff-, and Senior-level Consultants.
• Supervise and mentor all intermediate and junior level CXone staff assigned as members of your project team.
• Supervise during project life cycle any intermediate or junior level client staff, or any sub-contracted personnel assigned to your project team.
• Supervise and mentor all intermediate and junior level staff working on other projects under your area of responsibility.
• Provide leadership to individuals on team(s) through coaching, feedback, development goals, and performance management.
• Prioritize, assign, and manage department activities and projects in accordance with the department’s goals and objectives.
• Adjust hours of work, priorities, and staff assignments to ensure efficient operation, based on workload.
• Responsible for recruiting, hiring and firing for the department.
• Follow the company Code of Ethics and CXone policies and procedures at all times.
• Communicate in an effective and professional way with customers in and outside of CXone.

This job description is not intended to be all-inclusive, and employee will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.

Required Education, Experience, and Specific Job-Related Skills

Education Requirement:

• BS/BA in technical (e.g., CS/IS/EE) or business (e.g., Marketing/MIS) field or equivalent work experience required. MBA preferred.

Experience Requirement:

• 6 years of professional experience beyond education requirements above.
• 1 years management experience. Type of experience varies depending on Consultant’s 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.

Experience Preferred:

• Prior consulting experience.