Lead Client Services Project Manager, CX

🕒 Julho 6

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🟠 Sênior

👷‍♀️ Gerente de Projetos

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NICE

SiteLinkedInTodas as Vagas

5001 - 10000 funcionários

Fundada em 1991

☁️ SaaS

🤖 Inteligência Artificial

📡 Telecomunicações

SaaS • Artificial Intelligence • Telecommunications

NICE é uma fornecedora líder de soluções de automação de atendimento ao cliente impulsionadas por IA, transformando contact centers em centros de experiência do cliente de classe mundial. Sua plataforma CXone Mpower oferece automação ponta a ponta dos fluxos de trabalho de atendimento, integrando agentes humanos e de IA para entregar interações eficientes e personalizadas. As ofertas da NICE incluem IA para experiência do cliente (CX), soluções digitais e de autoatendimento, engajamento e gestão da força de trabalho, e plataformas completas de contact center em nuvem. A empresa é reconhecida como líder no setor de Contact Center as a Service (CCaaS), fornecendo ferramentas para aumentar a eficiência operacional, impulsionar o engajamento dos colaboradores e elevar a satisfação dos clientes.

Descrição

• Deliver customer projects end to end • Manage services delivery for a portfolio of accounts and serve as the single point of contact during Day 1 phases • Lead implementation, rollout, delivery, and solution adaptation of products and services • Partner with Sales on business development and generating new business • Drive timely project execution and closure for invoicing and revenue recognition according to the revenue forecast • Ensure projects are implemented according to client requirements • Create and facilitate Project/Program Steering Meetings • Manage project scope, schedule, cost, quality, personnel, communications, risks and issues, procurement/subcontractors, and revenue forecasting • Manage customer and NICE stakeholders • Apply NICE project management methodology, processes, tools, techniques, and templates • Develop, manage, and maintain detailed project plans and schedules throughout the project lifecycle • Build and motivate teams to achieve project or program objectives • Act as a trusted advisor to assigned customers and build relationships with key stakeholders to achieve strong CSAT • Develop solutions to risks and issues, provide stakeholder visibility, and escalate as required • Improve services delivery methodology and tools, including TeamLine • Identify service-selling opportunities and partner with Services Sales to cultivate them • Hold full domain responsibility and proactively seek improvements across the domain

🎯 Requisitos

• Strong knowledge about client service • Experience in an IT Professional Services organization is preferred • Experience in PMI Standards and approach • PMP certification is preferred but not a requirement • Experience in Call Center Operations and related Products/Software is preferred but not a requirement • Good management and leadership abilities • Excellent communication and presentation skills • Ability to grasp client requirements and ensure they are addressed through project execution • Strong knowledge of Project Management practices and Professional Services delivery • Ability to review project risk factors and suggest alternative solutions • In-depth project management and technical experience • Ability to identify when customer needs translate into opportunities to sell additional services • Ability to collaborate with team members to achieve results • Experience managing and leading in complex, matrixed environments and with major customers • Ability to manage complexity and change in the professional domain • Ability to communicate complex technical subject matter clearly and concisely • Excellent negotiation skills • Self-motivated, proactive, results-oriented, and able to work with minimal direction • Sound business and financial understanding • Experience partnering with clients to deliver added value • Strong focus on customer satisfaction • Experience with revenue delivery and forecasting • Ability to identify Services business opportunities

🏖️ Benefícios

• Equal opportunity employment • Work with a global company operating across 30+ countries • Career opportunity at an innovation leader in AI, cloud, and digital software