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Dir Services

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Customer Support
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JOB SUMMARY:
Oversees the development and implementation of Professional Services Engagements and Premium Customer Support (PCS) solutions for clients using company products, outsourced solutions and/or proprietary tools/techniques. By working with Project Managers and Business Solutions Analysts, responsible for defining client needs and developing proposals (Statements of Work) to meet those needs as well as monitoring project solutions through the use of the Implementation Standards Methodology (ISM). Performs people management and a technical leadership capacities. Performance is measured by Productive Utilization, Resource Management and performance against revenue and expense budgets. Selects, develops, and evaluates personnel to ensure the efficient operation of the Services Operations and helps in the growth of employee professional development through technical and soft skills training.

 

DIMENSIONS:
Standard work environment
Majority of time spent on PC (Phys. Req.)

 

JOB ACCOUNTABILITIES:
Understand, Adhere and Enforce all Corporate Policies to include but not limited to ACI Code of Ethics and Global Information Security.

Support Sales team in negotiating, administering and closing professional services and Premium Customer Support contracts with client/customer and internal management as required, including approval of professional service and Premium Customer Support bids prior to release by Sales.

Implement intelligent use of efficient and professional services project methodologies and project management best practices in performance of projects to provide consistent repeatable quality service delivery.

Increase industry knowledge and team relevant industry knowledge and use of ACI products to solve business problems in company targeted vertical markets.

Review, manage and approve Statements of Work in support of the professional services and Premium Customer Support delivery process.

Lead a team of Services personnel in accordance with organizational and company goals and objectives.

Engage, develop and manage talent to maximize team efficiency and support individual growth and development.

Drive collaboration and partnership with cross-function teams.

 

POSTING JOB PREFERENCES:
Management of Revenue and Expense Budgets.
Basic Knowledge of SalesForce, Clarity and Oracle systems desirable.

 

MINIMUM JOB QUALIFICATIONS:
Bachelor’s degree and/or equivalent work experience.
5+ years in a software implementation and/or software customer services and support environment. Demonstrated management and leadership experience. Proven resource management experience and skills.

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