Note: The job is a remote job and is open to candidates in USA. NiCE is a global leader in delivering extraordinary customer experiences and ensuring public safety through innovative software solutions. The Lead Client Services Project Manager is responsible for the end-to-end delivery of customer projects, focusing on implementation, rollout, and service delivery while maintaining strong stakeholder alignment and customer satisfaction.
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
Skills
- Strong knowledge about client service
- 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
- Strong focus on customer satisfaction
- Responsible for revenue delivery and forecasting
- Value realization
- Holds full domain responsibility
- Excellent business and financial understanding
- Applies ongoing professional discretion
- Proactively seeks for improvement within and across domain
- Experience in an IT Professional Services organization
- PMP certification
- Experience in Call Center Operations and related Products/Software
Company Overview
Company H1B Sponsorship