Lead Client Services Project Manager, CX

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NICE

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1991

☁️ SaaS

🤖 Artificial Intelligence

📡 Telecommunications

SaaS • Artificial Intelligence • Telecommunications

NICE is a leading provider of AI-powered customer service automation solutions, transforming contact centers into world-class customer experience centers. Their CXone Mpower platform offers end-to-end automation of customer service workflows, integrating human and AI agents to deliver efficient and personalized customer interactions. NICE's offerings include AI for customer experience, digital and self-service solutions, workforce engagement and management, and complete cloud-based contact center platforms. They are recognized as a leader in the Contact Center as a Service (CCaaS) industry, providing tools for increased operational efficiency, employee engagement, and enhanced customer satisfaction.

📋 Description

• Drive timely project execution and closure for invoicing and revenue recognition per the revenue forecast. • Ensure implementation of projects per client requirements. Create and facilitate Project/Program Steering Meetings as required. • Responsible for the delivery and management of all project scope with a focus on ensuring high levels of customer satisfaction. • Responsible for End-to-end management of Projects or Program(s) including: • Project or Program definition, estimation, and planning, potentially including Projects managed by other Project Managers • Scope Management • Time Management • Cost Management • Quality Management • Human Resource/ Personnel Management – including geographically diverse teams • Communications Management • Risk & Issue Management • Procurement/Subcontractor Management • Revenue Forecasting • Customer and NICE Stakeholder Management • Effective adoption of NICE project management methodology, processes, tools, techniques, and templates as required. • Develop, manage, and maintain detailed project plans and schedule throughout the project life-cycle, assuming complete ownership of all aspects of the solution delivery. • Team building and team motivation to achieve Project or Program objectives. • Act as a single point of contact and trusted advisor for assigned customers and build effective working relationships with key customer stakeholders resulting in strong CSAT at the project and relationship levels. • Develop proactive and creative solutions to Risks and Issues, provide visibility to key stakeholders and escalate as required. • Contribute to team efforts to continually improve services delivery methodology and tools including TeamLine. • Be able to identify opportunities and partner with Services Sales cultivate opportunities to sell services within the portfolio of accounts.

🎯 Requirements

• 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 the requirements of clients and ensure they are addressed through the 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 need translates into opportunity for selling additional services.

🏖️ Benefits

• Collaborative team environment • Opportunity for professional development • Health insurance • Remote working arrangements