Director of Customer Support

Support Raanana, Israel Job Number: 19890

Position at NICE Actimize

EMEA and APAC Director of Customer Support

NICE Actimize 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. time, cross-channel fraud prevention, anti-money laundering detection, and trading surveillance solutions that address such concerns as payment fraud, cybercrime, sanctions monitoring, market abuse, customer due diligence and insider trading.

EMEA and APAC Director of Customer Support

Manage a group of cross functional software 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 on the
on-prem and cloud customers for EMEA and APAC regions.
3. Build strong relationship with customers to improve CSAT.
4. Meet the SLA's and KPI's 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 partnership with other groups with the organization such Professional Services
, R&D and Cloud operation.
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 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 relationship- Must
Excellent verbal and written communication skills .
Excellent Leadership skills - Must
Great interpersonal and communication skills / Customer Facing skills
Experience supporting Cloud product –
3+ years of Experience

 

NICE is committed to provide an environment based on equal opportunity for all qualified applicants and employees. It is the policy of NICE to afford equal employment opportunities to qualified individuals, regardless of age, race, color, creed, religion, citizenship, ancestry, national origin, sex, gender, pregnancy, mental or physical disability, marital status, veteran status, service in the Armed Forces, sexual or affectional orientation, atypical hereditary cellular or blood traits, genetic information, status as a victim of domestic or sexual violence, and/or any other status protected by any applicable federal, state and/or local statute or regulation.