Position at NICE NICE is looking for a Consultant to join our team delivering high value services allowing our customers to drive value out of our Nexidia and Quality product set.
You will join our Value Realization Services Team, which consists of consultants and business analysts who work with new and long-time Nexidia customers.
You will outline, plan, prioritize and deliver use cases for the use of Nexidia generated data for call center quality management, customer experience, cost efficiency, compliance and other purposes.
You'll help clients build their own internal analytics teams and ensure they are able to put the product to use and grow the value of the product after the engagement is complete.
You'll be measured on the breadth and depth of use the clients put the product to, and the value they derive from it. You'll need deep critical thinking skills, curiosity, and business savvy.
It's a hands-on, demanding job that doesn't fit within a 9-5 schedule. It's also a deeply exciting and rewarding role where the value of your work is plain to see.
Essential Duties And Responsibilities
Leads Managed Analytics Services and Applied Analytic Consulting engagements with clients.
Helps clients implement use cases based on Nexidia-generated data and metrics, from Discovery thru Operationalization.
Drives new client adoption of Nexidia, from startup to embeddedness, through building confidence in data, bringing case studies from other clients, planning analytic projects, and seeing those projects through successful conclusion.
Build ROI case for client use cases, monitor and communicate ROI achieved.
Prioritize client initiatives according to business priorities.
Builds self-sufficiency in client analytic staff so they can grow and deepen client use of the product.
Monitors system health and performance from the client viewpoint, and assists technology services and support with reproducing and diagnosing issues.
Effectively mentors and leads onshore and offshore business analysts.
Collaborates with internal partners from sales, customer success, technology, R+D and support to deliver a high-quality experience to Nexidia customers.
Required Skills And Experience
Must speak fluent Japanese and English at minimum
Experience with using, selling, supporting and / or building enterprise software
Strong negotiation and relationship management skills
Ability to navigate through multiple layers of an organization and effectively communicate at all levels
Excellent analytical and problem-solving skills as well as attention to detail
Highly professional, consultative, and customer focused
Strong verbal and written communication skills
Strong presentation skills
Ability to create project plans and work breakdown structures for medium-sized projects
Ability to manage delivery of a project and report on project progress using project plans and other tools
Proficient with MS Office applications
Ability to work independently and meet deadlines
Clear sense of urgency and lack of complacency.
Excellent organizational skills
Ability to train and mentor members of their team
Respect for others and the ability to work in a dynamic, highly-collaborative environment
Understanding of databases and working knowledge of SQL
Familiarity with contact center operations and customer service.
Knowledge of managing offshore delivery teams.
Prior experience with statistics, data analytics, and / or Six Sigma methodologies.
Education And Experience
Bachelor's degree (minimum requirement). MBA desirable.
Minimum of 10 years overall experience with 3-5 years consulting experience and / or enterprise application customer management experience
3 or more years managing or directing the activities of employees preferred
Experience with business-to-consumer sales and support channels
Experience presenting to C Level individuals