Lead, Client Services Project Manager, CX at NICE

Manila, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

05 Feb, 26

Salary

0.0

Posted On

07 Nov, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Project Management, Communication, Critical Thinking, Problem Solving, Resource Management, Risk Management, Financial Competencies, Call Recording, Telephony Industry, Technology Understanding, Software Development Cycle, Team Motivation, Planning, Coordination, Customer Interaction, Best Practices, PMP Certification

Industry

Software Development

Description

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? The Lead, Client Services Project Manager's primary responsibilities are centered on the implementation of NICE products once a sale has been made through either direct or indirect channels. There is a high amount of customer interaction, requiring detailed communication and professionalism As a Lead, Client Services Project Manager, a Typical Day Might Include the Following: Direct and manage project development and delivery from beginning to end. Set and continually manage project expectations with team members and stakeholders. Define project scope, goals, and deliverables that support business objectives in collaboration with internal stakeholders as well as customers and partners. Develop project plans, diagrams, and communications documents. Estimate the resources and participants needed to achieve project goals. Negotiate with other department managers and implementation managers for the allocation of required staff. Identify and manage project dependencies and critical path. Plan and schedule project timelines and milestones using appropriate tools. Track deliverables. Develop and deliver progress reports, proposals, requirements documentation, and presentations. Proactively manage changes in project scope, identify potential crises, and devise contingency plans. Build, develop, and grow any business relationships vital to the success of the project. Collect sign-off confirming the customer's agreement on project completion and "acceptance". Conduct project post mortems and create a recommendations report in order to identify successful and unsuccessful project elements. Develop best practices and reusable tools for project execution and management. Follow the company Code of Ethics and inContact policies and procedures at all times. Communicate in an effective and professional way with customers in and outside of inContact. To Land This Gig You'll Need: Bachelor's Degree in Business Management or related field or equivalent work experience required. 6+ years of experience in project management or technically relevant occupation Experience in call recording or telephony industry Strong project management skills in planning and coordination for timely delivery Good understanding of principles, theories, practices, and techniques for managing project workload and analysis needed for key deliverables Excellent verbal and written communication Ability to motivate and encourage a project team Critical thinking and problem-solving skills Understanding of technology and software development cycle Resource management skills Risk management skills Ability to make independent and sound decisions Financial and budget competencies Organized and comfortable planning several months in advance PMI Certification mandatory Qualifications PMP certified Experience Call Center or software company background Enterprise customer facing project management experience 5-10 years (minimum) customer facing project management experience Excellence in PM fundamentals (project planning, communications management (written and verbal) & risk management) Success track record of delivering projects on time and within scope Enterprise customer facing project management experience Requisition ID: 8596 Reporting To: Manager, 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.

Responsibilities

The Lead, Client Services Project Manager is responsible for the implementation of NICE products post-sale, involving significant customer interaction. This role includes managing project development, defining project scope, and ensuring timely delivery of project goals.