Client Services Project Manager

　　The Client Services Project Manager is responsible for the end-to-end deliveryof customer projects. They are accountable for all services delivery for aportfolio of accounts and act as a single point of contact for those clientsduring the Day 1 phases. This includes implementation, rollout, anddelivery of products and services, solution adaption, as well as businessdevelopment 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 risksand issues and strong customer satisfaction. This role requires a dynamicproblem solver who can lead geographically diverse teams of technical andbusiness stakeholders through the full Project lifecycle.

　　Responsibilities & Deliverables:Drive timely project execution and closure for invoicing and revenuerecognition per the revenue forecast.Ensure implementation of projects per client requirements. Create andfacilitate Project/Program Steering Meetings as required.Responsible for the delivery and management of all project scope with a focuson 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, potentiallyincluding Projects managed by other Project ManagersScope ManagementTime ManagementCost ManagementQuality ManagementHuman Resource/ Personnel Management - including geographically diverse teamsCommunications ManagementRisk & Issue ManagementProcurement/Subcontractor ManagementRevenue ForecastingCustomer and NICE Stakeholder ManagementEffective adoption of NICE project management methodology, processes,tools, techniques, and templates as required.Develop, manage, and maintain detailed project plans and schedulethroughout the project life-cycle, assuming complete ownership of allaspects 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 customersand build effective working relationships with key customer stakeholdersresulting in strong CSAT at the project and relationship levels.Develop proactive and creative solutions to Risks and Issues, providevisibility to key stakeholders and escalate as required.Contribute to team efforts to continually improve services deliverymethodology and tools including TeamLine.Be able to identify opportunities and partner with Services Sales cultivateopportunities to sell services within the portfolio of accounts.

　　Qualifications & Education Requirements:Strong knowledge about client service. Experience in an IT ProfessionalServices organization is preferred.Experience in PMI Standards and approach. PMP certification is preferred butnot a requirement.Experience in Call Center Operations and related Products/Software ispreferred but not a requirement.Good management and leadership abilitiesExcellent communication and presentation skillsAbility to grasp the requirements of clients and ensure they are addressedthrough the project execution.Strong knowledge of Project Management practices and Professional ServicesdeliveryAbility 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 sellingadditional services.

　　Personal Leadership Skills:Collaborates with team members to achieve results.Manages in complex environments, in matrix organizations, and with majorcustomers.Leads in highly complex environments, in matrix organizations, and withmajor customers.Effectively manages complexity and change in his/her professional domain.Ability to effectively communicate complex technical subject matter in clearand concise fashion.Persuasive, confident with excellent negotiation skillsPassionate and empathetic towards the customer experienceSelf-motivated, pro-active, results-oriented professional with an abilityto work with minimal direction.Develops, drives, and contributes the team.

　　Business Impact:Sound business and financial understandingExperience in partnering with clientsStrong focus on customer satisfactionResponsible for revenue delivery and forecastingValue realizationIdentify Services business opportunityHolds full domain responsibilityExcellent business and financial understandingExperience in partnering with clients to deliver added value at every touchpoint of project execution Applies ongoing professional discretionProactively seeks for improvement within and across domainExperience in partnering with clients to deliver high-level added value atevery touch point of project execution

　　Equal Opportunity Employer -