Lead Client Services Project Manager, CX

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

📋 Description

• Take full ownership of the delivery process for customer projects spanning a range of accounts.

• Serve as the primary point of contact for clients during the initial phases.

• Lead the implementation, rollout, delivery, and adaptation of products and services.

• Collaborate with the Sales team on business development and the generation of new opportunities.

• Ensure timely execution and closure of projects for invoicing and revenue recognition.

• Confirm that project implementations align with client specifications.

• Create and facilitate Project/Program Steering Meetings as necessary.

• Oversee project scope, timeline, budget, quality, personnel, communications, risks, issues, procurement, subcontractors, and revenue forecasting.

• Cultivate relationships with customers and NICE stakeholders.

• Implement NICE project management methodologies, processes, tools, techniques, and templates.

• Develop, manage, and sustain comprehensive project plans and schedules throughout the project lifecycle.

• Inspire and lead teams to meet project or program goals.

• Act as a trusted advisor and foster relationships with key customer stakeholders to ensure high customer satisfaction (CSAT).

• Proactively devise solutions to potential risks and issues, provide visibility to stakeholders, and escalate when necessary.

• Contribute to the ongoing enhancement of service delivery methodologies and tools, including TeamLine.

• Identify opportunities for service sales and collaborate with Services Sales to nurture them.

⛳️ Requirements

• Strong understanding of client service principles.

• Preferred experience in an IT Professional Services organization.

• Familiarity with PMI Standards and methodologies.

• PMP certification is preferred, though not mandatory.

• Experience in Call Center Operations and related products/software is preferred but not required.

• Strong management and leadership skills.

• Outstanding communication and presentation abilities.

• Capability to understand client requirements and ensure they are met through project execution.

• Comprehensive 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.

• Ability to identify potential opportunities for additional service sales.

• Proficiency in collaborating and leading within complex, matrixed environments with major clients.

• Ability to convey complex technical information clearly and succinctly.

• Excellent negotiation capabilities.

• Self-motivated, proactive, results-oriented, and capable of working with minimal supervision.

• Strong business and financial acumen.

• Experience in client partnership.

• Strong emphasis on customer satisfaction.

• Experience with revenue delivery and forecasting.

🏝️ Benefits

• Equal opportunity employer.

• Opportunity to engage with AI, cloud, and digital technologies.

• Global work environment encompassing over 30 countries.