Manager, Client Services Project Management

Manager, Client Services Project Management.

The Manger, Client Services Project Management is responsible for leading a team managing multiple complex customer facing IT projects and programs to assure a high quality and timely delivery of products and services with specific focus on customer satisfaction and the development of long term client relationships.

Responsible for the commercial success of engagements and ensuring that revenue and margins are maintained throughout the delivery and demonstrate commercial urgency in identifying and pursuing opportunities for Extension Services and Value-Added Services.

This role demands timely and effective communications with internal stakeholders and at a senior level with customers across multiple programs. Working closely with customers, managing their expectations, and ensuring that projects are successfully completed within budget, to agreed time scales, and are perceived as successful by clients, leading to positive CSAT scores.

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How will you make an impact?

• Directly manage project managers, program manager, and partner success managers based in the UK and EU. Foster a culture of collaboration, professional growth, and high performance.
• Lead and manage multiple customer facing software delivery engagements either directly or when working with Project Managers through initiation to closure to ensure that effective governance is consistent with best of breed practices.
• Working with customers and partners of different sizes and utilising cross-functional teams in multiple geographical locations throughout the world to ensure delivery success.
• Provide effective, accurate and timely communications to all senior stakeholders and to schedule and attend all senior stakeholder meeting including Steering Committees to act as clear point of contact with partner/client sponsors and senior management to improve CSAT returns.
• Ensure that Risk Management is proactively employed across all projects and programs to identify and mitigate risks with actively involving partners & clients to ensure there is a clear solution focus that assures the project delivery. Where necessary notify of any potential escalation in good time along with proposed countermeasures.
• To ensure that scope is monitored and controlled on projects and that any deviation is proactively addressed through re-planning and change control, where necessary, to safeguard project delivery time scales and budget.
• Ensure that projects are managed accurately and timely to support accurate revenue forecasts ensuring that CXone Mpower  projects have a strong commercial focus.
• Measure the quality and efficiency of each delivery. Proactively provide feedback on lessons learned and contribute to the development, maintenance, and enhancement of all project management resources, processes and tools used within the Services team.
• Addresses performance issues within prescribed guidelines.
• Measure progress/success of each Partners Success Manager via tracking of partner enablement, client retention, revenue growth and partner satisfaction.
• Partner with Channel management team to understand pipeline and ensure Partners are kept current on all NICE CXone solutions, roadmap and services offered by NICE CXone.

Have you got what it takes?

• Minimum of 10 years + experience of managing complex IT software projects using established project/program management disciplines and methodologies. Recognized project management certification such as PRINCE2, PMP, MSP, etc… preferrable. While certification is important, candidates should be able to adapt to detailed processes and methodologies.
• Must have experience of customer facing program/senior project management with focus on client and internal stakeholder management, reporting and team management.
• Experience of managing multiple concurrent IT/software projects of varied complexity utilizing cross-functional teams in multiple geographical locations.
• Experience of managing IT software implementation and integration projects. Technical, IT or telephony background is an advantage, but experience of managing complex IT/software projects is essential.
• Experience of working with SMEs in developing scope of large programs

• Relevant bachelor’s degree or equivalent of education
• Must have highly developed soft skills capable of excellent stakeholder management with the gravitas needed to build long term relationships.
• Previous experience of client management – crisis management, over-commitment management, prerequisites/delays tracking/ project report and action items tracking.
• Ability to guide the client through challenges while proactively avoiding escalations.
• Ability to build good relationships with the customer, understand their business needs and priority.
• Excellent communication and presentation skills, both written and verbal and comfortable communicating with a range of stakeholders, from team to board level.
• Resilient and able to work well under pressure.

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: 6801.

Reporting into: Director, Professional Services, CX

Role Type: Manager.

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