SOW Writer - job 3 of 3

Reporting to the SOW Writers Team Manager within the Professional Services WCX Americas Organization, you will be an integral part of the WCX Americas SOW Writers Team. You will facilitate NICE Professional Services Statement of Work (SOW) creation for the Sales and Services organizations prior to order generation. You will ensure SOW consistency and accuracy for the Professional Services delivery teams, obtaining necessary approvals for non-standard offerings, coordinate with key organizational stakeholders, lead and facilitate SOW negotiations with our Customers. Additionally, you will update, administer and maintain tracking of your SOWs in Salesforce.com, analyze data and generate reports related to SOW Writer Team SLA adherence and other related metrics.

Key Responsibilities

• Develop the Statement of Work so that Sales, WCX Americas Professional Services and the Customer all have a clear understanding and agreement as to Professional Services deliverables and commercials.

• Lead Customer-facing SOW negotiations, ensuring appropriate NICE stakeholders are engaged; Maintain ongoing contact with the Customer and the specific NICE organizations to monitor resolution of outstanding SOW items.

• Liaise with NICE stakeholders to drive and guide NICE’s commercial and delivery best practices (WCX Americas Professional Services, Legal, Finance), ensuring these are accurately captured in the SOW.

• Update or assist in updating document standards in the SOW Team shared space.

• Participate in and contribute to ongoing initiatives to streamline and scale the SOW processes and workload.

• Maintain and update the SOW status and tracking in Salesforce.com.

• Participate in training and development sessions on an ongoing basis in order to continually develop individual knowledge capital around the NICE solution set.

• Analyze data and generate reports related to SOW Writer Team’s SLA adherence and other related metrics.

• Liaise with Business Operations and MIS to enhance SOW Writer Team shared space in Salesforce.com.

Education

• BS degree in Communications, Technical Writing, Journalism or a related technical or business discipline.

Required Experience and Skills

• Previous Project Management and/or Client Management Experience desirable.

• 5+ years of account and customer service and support experience.

• Strong interpersonal/verbal and written language communication skills.

• Experience leading customer-facing negotiations strongly preferred.

• Contact Center industry background.

• Strong knowledge of NICE processes and products desirable.

• Experience translating and organizing technical information into clear written documentation.

• Data analysis, BI, and report creation skills strongly preferred.

• Experience working collaboratively under tight deadlines.

• Proficient with all Microsoft Office tools .

• Salesforce.com proficiency desirable.

• NCMA Certification desirable.