Director, Value Realization Services

Summary

Join NICE, a global leader in software solutions, as the Director of Value Realization Services. Lead initiatives to maximize customer value and ensure successful outcomes for clients using our SaaS solutions in the Criminal Justice System. Develop and implement a comprehensive Value Realization strategy, collaborating with customers to understand their needs and create tailored plans. Establish and track KPIs to measure customer success, mentor a team of specialists, and build playbooks and tools to deliver services. Work closely with various teams to ensure solutions meet customer needs and gather feedback to inform product development. Make recommendations on technology to support Value Realization Services. This role is based in Atlanta, GA.

Requirements

• Bachelor’s degree in Business, Management, or a related field; MBA preferred
• 10+ years of experience in customer success, value realization, or consulting roles within a SaaS environment, with demonstrated leadership experience
• Strong understanding of value metrics, ROI analysis, and customer business models
• Exceptional communication and presentation skills, with a proven ability to engage and influence stakeholders at all levels
• Analytical mindset with a knack for interpreting complex data and translating it into actionable insights
• A customer-focused approach with a passion for driving success through innovation and service excellence

Responsibilities

• Developing and implementing a comprehensive Value Realization strategy that aligns with company objectives and enhances customer satisfaction
• Collaborating with customers to understand their operational goals, workflow processes and create tailored value realization plans that drive adoption and consumption of services
• Establishing and tracking key performance indicators (KPIs) to measure customer success and the impact of our solutions, focusing on operational improvement and speed in delivering criminal justice to victims and those accused
• Leading and mentoring a team of value realization specialists, fostering a culture of excellence and continuous improvement based in Atlanta, GA
• Building playbooks, SOPs, workflows and other tools to deliver Value Realization Services
• Working closely with Value Realization, Product Management, and Sales teams to ensure our solutions meet customer needs and drive value
• Providing insights and best practices to both internal teams and customers on maximizing product value and addressing business challenges
• Developing and enhancing materials, workshops, and training programs aimed at equipping customers to drive customer adoption and consumption and fully utilize our platform's capabilities
• Gathering customer feedback to inform product development and enhancements, ensuring alignment with customer needs and industry trends
• Making recommendations on what technology is required to support Value Realization Services mission and KPIs

Benefits

• Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment!
• As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations
• Enjoy NICE-FLEX!
• At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week