Lead Client Services Project Manager, CX

🔥 17 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

👷‍♀️ Project Manager

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👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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 end-to-end delivery of customer projects across a portfolio of accounts • Act as the single point of contact for clients 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 • Ensure project implementation meets client requirements • Create and facilitate Project/Program Steering Meetings as required • Manage project scope, time, cost, quality, personnel, communications, risks, issues, procurement, subcontractors, and revenue forecasting • Manage customer and NICE stakeholder relationships • 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 • Serve as a trusted advisor and build relationships with key customer stakeholders to achieve strong CSAT • Develop proactive solutions to risks and issues, provide stakeholder visibility, and escalate as required • Contribute to continuous improvement of services delivery methodology and tools, including TeamLine • Identify service-selling opportunities and partner with Services Sales to cultivate them

🎯 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 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 opportunities to sell additional services • Ability to collaborate and lead in complex, matrixed environments with major customers • 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 • Strong focus on customer satisfaction • Experience with revenue delivery and forecasting

🏖️ Benefits

• Equal opportunity employer • Opportunity to work with AI, cloud, and digital technologies • Global work environment across 30+ countries