Lead Client Services Project Manager, CX

This is a fully remote position, open to applicants in Canada.

📋 Description

• Ensure timely execution and completion of projects for invoicing and revenue recognition according to the revenue forecast.

• Oversee project implementation based on client specifications. Organize and lead Project/Program Steering Meetings as necessary.

• Accountable for delivering and managing all aspects of project scope, prioritizing high customer satisfaction levels.

• Responsible for comprehensive management of Projects or Programs, which includes:

• Defining, estimating, and planning Projects or Programs, potentially involving Projects overseen by other Project Managers.

• Managing Scope

• Overseeing Time Management

• Controlling Cost Management

• Ensuring Quality Management

• Managing Human Resources and Personnel, including geographically dispersed teams

• Handling Communications Management

• Managing Risks & Issues

• Overseeing Procurement/Subcontractor Management

• Conducting Revenue Forecasting

• Managing customer relations and NICE Stakeholder interactions

• Effectively adopting NICE project management methodologies, processes, tools, techniques, and templates as needed.

• Develop, manage, and uphold detailed project plans and schedules throughout the project life-cycle, taking full ownership of all delivery aspects.

• Foster team building and motivation to meet Project or Program goals.

• Serve as a primary contact and trusted advisor for assigned customers, establishing strong working relationships with key customer stakeholders to achieve high CSAT at both project and relationship levels.

• Create proactive and innovative solutions to Risks and Issues, ensuring visibility to key stakeholders and escalating when necessary.

• Contribute to team initiatives aimed at continually enhancing service delivery methodologies and tools, including TeamLine.

• Identify opportunities and collaborate with Services Sales to cultivate chances for selling services within the account portfolio.

⛳️ Requirements

• Deep understanding of client service; experience in an IT Professional Services organization is preferred.

• Familiarity with PMI Standards and methodologies; PMP certification is preferred but not mandatory.

• Experience in Call Center Operations and associated Products/Software is desirable but not essential.

• Strong management and leadership skills.

• Exceptional communication and presentation abilities.

• Capability to understand client requirements and ensure they are effectively addressed during project execution.

• Solid knowledge of Project Management practices and Professional Services delivery.

• Ability to assess project risk factors and propose alternative solutions.

• Extensive project management and technical experience.

• Skill in recognizing when customer needs present opportunities for selling additional services.

🏝️ Benefits

• Collaborative team environment.

• Opportunity for professional development.

• Health insurance.

• Remote working arrangements.