Lead Client Services Project Manager

3 weeks ago

Richardson, United States NICE Full time

At NICE, we don't limit our challenges. We challenge our limits. Always. We're ambitious. We're game changers. And we play to win. We set the highest standards and execute beyond them. And if you're like us, we can offer you the ultimate career opportunity that will light a fire within you.

So, what's the role all about?

We are seeking an experienced Engagement Manager to implement NICE Systems' performance management products at customer sites. This is a consulting role which involves direct interaction with customers to implement creative solutions using performance management best practices. NICE Engagement Managers own the customer relationship and are accountable for the success of the projects they manage. They will lead the customer and a team of NICE Business Analysts and Integration Engineers through the full implementation lifecycle. Ideal candidates must have demonstrated the ability to understand customers' business goals, translate those goals into a software deployment project, proactively and responsively manage customers' needs, and lead and manage implementation teams.

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 is able to lead geographically diverse teams of technical and business stakeholders through the full Project lifecycle.

How will you make an impact?

  • Develop a working knowledge of key aspects of the assigned customer's business processes and goals to ensure strong alignment of NICE solutions to customer requirements.
  • Management of external customer Projects or Programs for the customized implementation, upgrade or enhancement of NICE enterprise solutions through the full Project lifecycle to achieve customer value and ROI objectives.
  • 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
    • Communications Management
    • Risk & Issue 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.
  • Effective communication to customer and NICE project stakeholders
  • Develop proactive and creative solutions to Risks and Issues, provide visibility to key stakeholders and escalate as required.
  • Measure the quality and efficiency of each delivery. Proactively provide feedback on lessons learned and suggestions for future improvements. Contribute to project management methodology improvements. Provide assessment of project results.
  • Be part of the broader PM community to participate, contribute, learn and collaborate to increase efficiency of Project and Program Management at NICE
  • Proactive management of project profitability
  • Identify opportunities for customers to benefit from additional NICE products and services.
Have you got what it takes?
  • 5-10 years of Project or Program Management experience
  • Experience managing the full software SDLC as a project manager, including discovery, design, development, and deployment of customized solutions required
  • Business Intelligence, Data Warehouse or Data Integration Project experience preferred.
  • PMP or PRINCE2 Certified preferred
  • Experience delivering services to an external customer (consulting or software vendor) would be a plus
  • Experience with Sales Compensation projects and a working knowledge of data management, data mapping, data modeling, and reporting and analysis
  • Proven Project Management leader who is able to motivate diverse and remote project teams
  • Exceptional communication and presentation skills.
  • Ability to effectively communicate complex business and technical subject matter in a clear and concise fashion
  • Persuasive, confident with excellent negotiation skills
  • Passionate and empathetic towards the customer experience, ability to form strong customer relationships
  • Self-motivated, proactive, results-oriented professional with an ability to work with minimal direction
  • Diligent/detail oriented & organized


What's in it for you?

Join an ever-growing, market disrupting, global company where the teams - comprised of the best of the best - work in a fast-paced, collaborative, and creative environment As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr

Enjoy NICE-FLEX

At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Requisition ID: 5406Reporting into: Director, Professional Services
Role Type: Individual Contributor

About NICE

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NICE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NICE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NICE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.

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