Lead Client Services Project Manager

Summary

Join NICE as a Project Manager, a customer-facing role responsible for delivering specialized expertise and solutions for NICE products and services. You will utilize PMI standards to work with customers and internal teams to drive projects to successful delivery, ensuring a positive customer experience and maximizing solution utilization. This role involves managing the full system lifecycle, defining project scope and goals, developing comprehensive plans, and leading project teams to achieve project objectives. You will also be responsible for managing the client experience, acting as the CEO of the project and the face of NICE during escalations and governance meetings.

Requirements

• Bachelor’s degree in business management or related work experience required
• 5+ years’ experience in project management or technically relevant occupation
• Experience in Software as a Service (SaaS)
• Strong project management skills in planning and coordination for timely delivery
• Clear and effective communication skills
• PMP Certification
• Familiarity with: Generative AI models, NLU techniques, and automation principles
• Familiarity with: CRM integrations, APIs, and other ecosystem technologies
• Familiarity with: Industry trends and emerging technologies in AI and digital customer engagement

Responsibilities

• Manage the full system lifecycle development, change control processes, and risk analysis for enterprise solutions
• Ensure seamless project execution by directing project development and delivery from initiation to completion, fostering inter-departmental coordination and clear communication
• Define project scope, goals, and deliverables in collaboration with stakeholders (internal, customers, and partners), and set/manage project expectations accordingly
• Develop comprehensive project plans, diagrams, and communication documents, including progress reports, proposals, and requirements documentation
• Estimate required resources and negotiate their allocation with relevant managers
• Plan and schedule project timelines and milestones, track deliverables using appropriate tools, and deliver presentations on project status
• Mentor and lead project teams to foster a collaborative environment and share expertise
• Develop documentation and processes for emerging digital products to establish standards and educate colleagues on best practices and new functionality
• Manage the client experience as the CEO of the project and as the face of NICE leading through escalations, governance and steerco meetings

Preferred Qualifications

• Analytical, continuous improvement and inquisitive mindset
• Ability to think creatively and develop solutions to complex problems
• Team-oriented with strong interpersonal skills
• Early adopter of innovative technologies
• Strong sense of accountability and ownership
• Professional communication, behavior and demeanor
• Promote the use of AI tools to enhance decision-making and operational efficiency across business units