Lead Client Services Project Manager, CX

NiCE provides software solutions for customer experience, financial crime prevention, and public safety. The Lead Client Services Project Manager oversees end-to-end delivery for a portfolio of customer projects, including implementation, rollout, solution adaptation, and revenue-generating opportunities. The role leads geographically diverse teams, manages project risks and stakeholders, and ensures customer satisfaction and achievement of project objectives.

Responsibilities:

• Drive timely project execution and closure for invoicing and revenue recognition per the revenue forecast
• Ensure implementation of projects per client requirements. Create and facilitate Project/Program Steering Meetings as required
• Responsible for the delivery and management of all project scope with a focus on ensuring high levels of customer satisfaction
• Responsible for End-to-end management of Projects or Program(s) including:
• Project or Program definition, estimation, and planning, potentially including Projects managed by other Project Managers
• Scope Management
• Time Management
• Cost Management
• Quality Management
• Human Resource/ Personnel Management – including geographically diverse teams
• Communications Management
• Risk & Issue Management
• Procurement/Subcontractor Management
• Revenue Forecasting
• Customer and NICE Stakeholder Management
• Effective adoption of NICE project management methodology, processes, tools, techniques, and templates as required
• Develop, manage, and maintain detailed project plans and schedule throughout the project life-cycle, assuming complete ownership of all aspects of the solution delivery
• Team building and team motivation to achieve Project or Program objectives
• Act as a single point of contact and trusted advisor for assigned customers and build effective working relationships with key customer stakeholders resulting in strong CSAT at the project and relationship levels
• Develop proactive and creative solutions to Risks and Issues, provide visibility to key stakeholders and escalate as required
• Contribute to team efforts to continually improve services delivery methodology and tools including TeamLine
• Be able to identify opportunities and partner with Services Sales cultivate opportunities to sell services within the portfolio of accounts

Requirements:

• Good management and leadership abilities
• Excellent communication and presentation skills
• Ability to grasp the requirements of clients and ensure they are addressed through the 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 when customer need translates into opportunity for selling additional services
• Collaborates with team members to achieve results
• Manages in complex environments, in matrix organizations, and with major customers
• Leads in highly complex environments, in matrix organizations, and with major customers
• Effectively manages complexity and change in his/her professional domain
• Ability to effectively communicate complex technical subject matter in a clear and concise fashion
• Persuasive, confident with excellent negotiation skills
• Passionate and empathetic towards the customer experience
• Self-motivated, pro-active, results-oriented professional with an ability to work with minimal direction
• Develops, drives, and contributes the team
• Sound business and financial understanding
• Experience in partnering with clients
• Strong focus on customer satisfaction
• Value realization
• Holds full domain responsibility
• Excellent business and financial understanding
• Experience in partnering with clients to deliver added value at every touch point of project execution Applies ongoing professional discretion
• Proactively seeks for improvement within and across domain
• Experience in partnering with clients to deliver high-level added value at every touch point of project executio
• 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