NICE Ltd.

Lead Client Services Project Manager, CX

NICE Ltd. • $90K — $130K *
US-AnywhereRemote in United States
Business Services
Less than 5 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • Strong knowledge of client services, preferably in IT Professional Services.
  • Familiarity with PMI Standards; PMP certification is preferred.
  • Experience in Call Center Operations and related Products/Software is an advantage.
  • Strong management and leadership skills.
  • Excellent communication and presentation abilities.
  • Deep understanding of Project Management practices and Professional Services delivery.
  • Proven ability to identify client needs and translate them into project executions.

Responsibilities

  • Drive project execution and closure aligned with revenue forecasts.
  • Ensure client requirements are met during project implementation.
  • Manage all project scope focused on customer satisfaction.
  • Oversee end-to-end project lifecycle management including definition and planning.
  • Facilitate effective communication and risk management among diverse teams.
  • Act as a trusted advisor to clients, fostering strong stakeholder relationships.
  • Identify service opportunities to sell additional offerings within existing accounts.

Benefits

  • Opportunities for career development and professional growth.
  • Access to training and resources to enhance project management skills.
  • Collaborative and dynamic team environment.
  • Involvement in high-impact projects that shape client experiences.
Full Job Description
Lead Client Services Project Manager

The Lead Client Services Project Manager is responsible for the end-to-end delivery of customer projects. They are accountable for all services delivery for a portfolio of accounts and act as a single point of contact for those clients during the Day 1 phases. This includes implementation, rollout, and delivery of products and services, solution adaption, as well as business development and generating new business jointly with the sales team.

Performance in the role is measured by strong stakeholder alignment, achievement of Program or Project objectives, proactive management of risks and issues and strong customer satisfaction. This role requires a dynamic problem solver who can lead geographically diverse teams of technical and business stakeholders through the full Project lifecycle.

Responsibilities & Deliverables:
  • 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.

Qualifications & Education Requirements:
  • 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.
  • 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.

Personal Leadership Skills:
  • 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.

Business Impact:
  • Sound business and financial understanding
  • Experience in partnering with clients
  • Strong focus on customer satisfaction
  • Responsible for revenue delivery and forecasting
  • Value realization
  • Identify Services business opportunity
  • 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


About NICE Ltd.

NICE Ltd. is an Israel-based company, specializing in telephone voice recording, data security, surveillance, and Robotic Process Automation as well as systems that analyze recorded data. The company serves various industries, such as financial services, telecommunications, healthcare, outsourcers, retail, media, travel, service providers, and utilities. The primary listing of the company's shares is on the Tel Aviv Stock Exchange; where it is part of the TA-35 Index. Barak Eilam became CEO in April 2014, replacing Zeevi Bregman. Eilam previously headed the company's Americas division. As of November, 2020 the company had ~6,800 employees. NICE was founded in 1986 as Neptune Intelligence Computer Engineering by 7 Israeli former army colleagues. The company initially focused on developing technology for security and defense applications, but soon refocused their efforts on civilian applications, mainly for contact center, financial services and business intelligence markets.
Learn more about NICE Ltd.
Size
7,102 employees
Market Cap
$12.3 billion
Industry
Enterprise Technology
Net Income
$196.6 million
Founded
2000
5 Year Trend
+13.6%
Revenue
$1.6 billion
NASDAQ
NICE
* Ladders Estimates

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