Lead Client Services Project Manager, CX

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.

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.
• Led in highly complex environments, in matrix organizations, and with major customers.
• Able 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.