Manager, Client Services

Role Overview

• Lead, coach, and develop a team of Project Managers responsible for executing Day‑1 implementation projects.
• Establish clear expectations around delivery quality, methodology adherence, customer engagement, and project governance.
• Conduct regular 1:1s, performance evaluations, mentoring, and professional development for PMs.
• Allocate PM resources across the project portfolio to ensure balanced workload and predictable delivery.
• Serve as the primary escalation point for PMs, providing guidance on delivery challenges and decision-making.
• Ensure overall successful delivery of all assigned Day‑1 implementation projects.
• Own delivery outcomes that depend on roles not directly managed, including Consultants and Engineers.
• Oversee project health, risks, dependencies, and milestone readiness.
• Ensure PMs manage delivery quality, timelines, customer satisfaction, and scope.
• Drive cross-team alignment and enforce delivery standards across all contributing roles.
• Own the portfolio of Day‑1 implementation projects within the Canada, Commercial & SMB segment.
• Ensure PMs execute delivery methodologies effectively.
• Lead project portfolio reviews, risk committees, and milestone readiness assessments.
• Guarantee smooth handoffs from Sales → PS and PS → Support/Customer Success.
• Drive scalability, standardization, and repeatability improvements for the Canada, Commercial & SMB segment, as well as for the entire Americas PMO methodology.
• Manage forecasting, capacity planning, and PM utilization, to comply with the KPIs
• Identify delivery trends and proactively address segment-specific challenges.
• Enhance delivery templates, playbooks, onboarding frameworks, and best practices.
• Support reporting of delivery KPIs such as CSAT and quality metrics.
• Partner with Sales & Solution Consulting to ensure clean scoping and expectations alignment.
• Collaborate with Product, R&D, and Cloud Ops to resolve technical blockers.
• Work with Practice Leads to standardize and improve delivery approaches.
• Support Customer Success during the Day‑1 exit process.
• Represent PS in customer escalations requiring management involvement.

Requirements

• 10+ years in Professional Services(PS) with 3+ years managing delivery teams (preferably PMs).
• Experience implementing NiCE CXone projects and/or Programs.
• Experience overseeing multi-role delivery teams in SaaS, enterprise software, or CCaaSenvironments with a focus on NiCE CXone.
• Strong understanding of contact center technologies and system integration patterns.
• Proven leadership in customer-facing project delivery organizations.
• Strong communication, organizational, and operational management skills.
• Ability to drive accountability across roles not directly managed.
• Bachelor’s degree required; MBA or advanced degree preferred.

Tech Stack

• Cloud

Benefits

• Equal opportunity employer