Lead Client Services Project Manager

🕒 il y a 3 jours

🇺🇸 États-Unis – Télétravail

⏰ Temps Plein

🟠 Senior

👷‍♀️ Chef de Projet

🦅 Parrain de Visa H1B

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NICE

Site WebLinkedInTous les Emplois

5001 - 10000 employés

Fondée en 1991

☁️ SaaS

🤖 Intelligence artificielle

📡 Télécommunications

SaaS • Artificial Intelligence • Telecommunications

NICE est un fournisseur leader de solutions d'automatisation du service client alimentées par l'IA, transformant les centres de contact en centres d'expérience client de classe mondiale. Leur plateforme CXone Mpower offre une automatisation complète des flux de travail du service client, intégrant agents humains et IA pour fournir des interactions client efficaces et personnalisées. Les offres de NICE comprennent l'IA pour l'expérience client, des solutions numériques et en libre-service, l'engagement et la gestion de la main-d'œuvre, ainsi que des plateformes de centres de contact entièrement basées sur le cloud. Ils sont reconnus comme un leader dans l'industrie des centres de contact en tant que service (CCaaS), fournissant des outils pour augmenter l'efficacité opérationnelle, l'engagement des employés et améliorer la satisfaction client.

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.

🎯 Exigences

• 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

🏖️ Avantages

• Equal opportunity employer