CX Project Lead - End-to-End Client Services

NiCE; United States; On-site; USD 110,000 - 160,000; Full time

Job summary

NiCE seeks a Lead Client Services Project Manager to own end-to-end delivery for a portfolio of client projects, coordinating geographically diverse teams and aligning stakeholders through the full project lifecycle.

You will drive planning, risk management, and value realization, collaborating with services sales to identify opportunities and ensure high CSAT across deployments in the United States.

Qualifications

• Experience in IT professional services or similar environments.
• Familiarity with PMI standards and project management methodologies.
• Strong communication and presentation skills.
• Ability to manage multi-stakeholder environments.
• PM experience with end-to-end delivery.

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.
• End-to-end management of Projects or Program(s) including: definition, estimation, planning, scope, time, cost, quality, HR, communications, risk & issue management, procurement, 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 elevate 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

Client service

Stakeholder management

Leadership

Project management

Communication

Problem solving

Education

PMI Standards

PMP certification

Job description

NiCE seeks a Lead Client Services Project Manager to own end-to-end delivery for a portfolio of client projects, coordinating geographically diverse teams and aligning stakeholders through the full project lifecycle.

You will drive planning, risk management, and value realization, collaborating with services sales to identify opportunities and ensure high CSAT across deployments in the United States.