Lead Client Services Project Manager

🕒 vor 1 Tag

🇺🇸 Vereinigte Staaten – Remote

⏰ Vollzeit

🟠 Senior

👷‍♀️ Projektmanager

🦅 H1B-Visum-Sponsor

Dieses Unternehmen hat in der Vergangenheit H1B-Visa gesponsert.

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Lebenslauf hochladen

NICE

WebsiteLinkedInAlle Stellen

5001 - 10000 Mitarbeiter

Gegründet 1991

☁️ SaaS

🤖 Künstliche Intelligenz

📡 Telekommunikation

SaaS • Artificial Intelligence • Telecommunications

NICE ist ein führender Anbieter von KI-gestützten Automatisierungslösungen für den Kundenservice und verwandelt Contact Center in erstklassige Customer-Experience-Zentren. Die Plattform CXone Mpower bietet eine durchgängige Automatisierung von Service-Workflows und integriert menschliche und KI-Agenten, um effiziente und personalisierte Kundeninteraktionen zu ermöglichen. Das Portfolio von NICE umfasst AI for Customer Experience, digitale und Self-Service-Lösungen, Workforce Engagement und -Management sowie vollständige cloudbasierte Contact-Center-Plattformen. NICE gilt als führend in der Contact Center as a Service (CCaaS)-Branche und stellt Tools für höhere operative Effizienz, mehr Mitarbeiterengagement und gesteigerte Kundenzufriedenheit bereit.

Beschreibung

• 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.

🎯 Anforderungen

• 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

🏖️ Vorteile

• Equal opportunity employer