Client Services Project Manager, CX

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 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 Client Services Project Manager, a Typical Day Might Include the Following:

1. Direct and manage project development and delivery from beginning to end. Set and continually manage project expectations with team members and stakeholders.

2. Define project scope, goals, and deliverables that support business objectives in collaboration with internal stakeholders as well as customers and partners.

3. Develop project plans, diagrams, and communications documents.

4. Estimate the resources and participants needed to achieve project goals. Negotiate with other department managers and implementation managers for the allocation of required staff.

5. Identify and manage project dependencies and critical path.

6. Plan and schedule project timelines and milestones using appropriate tools. Track deliverables.

7. Develop and deliver progress reports, proposals, requirements documentation, and presentations.

8. Proactively manage changes in project scope, identify potential crises, and devise contingency plans.

9. Build, develop, and grow any business relationships vital to the success of the project.

10. Collect sign-off confirming the customer's agreement on project completion and "acceptance".

11. Conduct project post mortems and create a recommendations report in order to identify successful and unsuccessful project elements.

12. Develop best practices and reusable tools for project execution and management.

13. Follow the company Code of Ethics and inContact policies and procedures at all times.

14. 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 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