Lead Client Services Project Manager

🔥 7 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

👷‍♀️ Project Manager

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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

• Own full lifecycle project delivery from planning through execution to closure, ensuring adherence to project management best practices (Agile and Waterfall). • Build project plans based on customer requirements, partner inputs, and implementation team deliverables. Must understand key technical concepts for CCaaS and Telecoms. • Develop detailed project plans aligned with the SOW and inclusive of partner-led or co-delivered workstreams. • Lead multiple projects concurrently, including those executed in collaboration with GSIs (prime or sub-contractor models). • Track action items and enforce accountability across internal stakeholders and external partner teams. • Identify and mitigate risks early, including risks related to partner delivery, scope ownership, and customer satisfaction. • Report on Project Financials, including revenue forecasting, recognition, and partner-influenced revenue contribution. • Maintain a real-time view of project health, including milestone tracking, risks, escalations, and executive summaries for GSI-involved engagements. • Act as an escalation point for delivery challenges, including GSI partner execution issues, scope disputes, and customer risks. • Establish and enforce delivery standards, governance models, and quality benchmarks across all GSI-supported implementations. • Coordinate Professional Services resources supporting GSI engagements and ensure alignment with delivery methodologies. • Lead post-project evaluations and retrospectives with customers and partners to capture lessons learned and improve delivery playbooks. • Communicate clearly and regularly with all stakeholders, including customers, internal teams, and GSI partners. • Drive strong cross-functional alignment between Professional Services, GSI Partner Sales, Customer Success, and partner organizations. • Support seamless sales-to-delivery handoffs for GSI-influenced deals and ensure execution readiness. • Foster a culture of collaboration, accountability, and delivery excellence across matrixed teams.

🎯 Requirements

• Strong knowledge of client service and Professional Services delivery models • Good management and leadership abilities • Excellent communication and presentation skills • Ability to grasp customer and partner requirements and ensure they are addressed through project execution • Strong knowledge of Project Management practices and enterprise service delivery • Ability to review project risk factors and suggest mitigation strategies, including partner-related risks • In-depth project management and technical experience • Strong stakeholder management skills across delivery, sales, and partner organizations • Commercial awareness, including understanding of revenue, pipeline, and partner go-to-market dynamics • Experience working in matrixed organizations and managing without direct authority • Experience with GSI ecosystems (e.g., Accenture, Deloitte, Capgemini) and partner-led delivery models preferred • Ability to identify when customer needs translate into additional Services opportunities

🏖️ Benefits

• Equal opportunity employer