Senior Client Services Project Manager

4 weeks ago

Hoboken, New Jersey, United States NICE Systems, Inc. Full time
About the Role

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.

Key Responsibilities
  • 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.
Requirements
  • 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.
About NICE

NICE Systems, Inc. is a global leader in AI-powered software solutions that help organizations make sense of complex data and improve business outcomes.

We are a company that values innovation, collaboration, and customer satisfaction.

Our employees are passionate about what they do and are committed to delivering exceptional results.

Join us and be part of a team that is shaping the future of business and technology.

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.

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