Client Services Project Manager, Actimize

NICE Ltd.

Job Overview

Location

India - Pune

Job Type

Full-time

Full Job Description

📋 Description

• As a Client Services Project Manager for Actimize at NICE Ltd., you will serve as a pivotal trusted advisor to our esteemed clientele, orchestrating both proactive and reactive post-implementation support to ensure seamless alignment between customer priorities and NICE's strategic business objectives.
• You will be instrumental in cultivating and maintaining robust strategic relationships across all client business units, adeptly influencing tactical activities to champion and deliver service excellence for your designated accounts.
• A core facet of this role involves becoming a subject matter expert in the NICE Solutions deployed at your client sites, diligently ensuring that clients derive maximum value and achieve their desired outcomes from our innovative platforms.
• You will act as the primary, authoritative interface between our Customers and NICE's internal support organizations, expertly navigating and managing critical issues, complex problems, and urgent requests, particularly those arising from escalations or unmet expectations.
• Your responsibilities will encompass the entire project lifecycle, from the crucial Initiation and Data Acquisition phases through Configuration, Data Validation, User Acceptance Testing (UAT), Tuning, and final Deployment, ensuring each stage is executed with precision and efficiency.
• You will meticulously manage all project-related tasks, including the development and adherence to project schedules, rigorous budget control, and strategic resource allocation, all with the overarching goal of delivering high-quality solutions within defined timeframes and cost constraints.
• Establishing strong, collaborative relationships and communicating effectively with key members of the client team, including business users and senior management personnel, will be paramount to your success.
• You will be responsible for preparing comprehensive project status reports and compelling presentations, ensuring that management, customers, and other stakeholders remain fully informed of project progress, potential risks, and any emerging issues.
• A key contribution will be the development, implementation, and ongoing maintenance of standardized practices for client implementations, ensuring these align seamlessly with the Project Manager's established operating model and best practices.
• You will act as a vital conduit, communicating and advocating for customer requirements and concerns to the product management team, R&D, and other relevant internal stakeholders, thereby influencing product evolution and service improvements.
• You will expertly create and manage detailed project plans, defining clear project schedules, allocating necessary resources, and diligently monitoring progress against these plans to ensure timely and successful project completion.
• You will engage with projects at a high level, demonstrating a solid understanding of both the functional and technical aspects of the solutions being implemented.
• Effective coordination of multiple concurrent projects across various internal teams and stakeholders will be a critical aspect of your role, requiring exceptional organizational and communication skills.
• You will ensure project objectives are clearly aligned with overarching company goals and that every member of the project team possesses a clear understanding of these objectives.
• Proactive planning for project contingencies and the anticipation of potential variations that could impact resources or the success of implementation will be essential to mitigating risks.
• You are expected to consistently uphold and follow the company's Code of Ethics and established procedures in all your professional dealings.
• This role demands a proactive and energetic approach, empowering you to run programs and projects independently or with minimal direct supervision, demonstrating initiative and ownership.
• You will leverage your strong problem-solving skills to address challenges effectively and efficiently, ensuring project momentum is maintained.
• Excellent English writing and speaking communication skills are vital for clear and concise interaction with clients and internal teams.
• You will demonstrate a proven ability to negotiate effectively and influence business decisions and strategic directions, acting as a key advisor.
• Exceptional organizational, customer service, and interpersonal skills are required to manage diverse client needs and internal dynamics.
• A consistent ability to meet deadlines and deliver on commitments is fundamental to this role.
• You will be expected to work within the USA (EST) shift zone, typically from 5 PM IST to 2 AM IST, ensuring coverage for our North American clients.
• While this role is based in Pune, India, it offers the flexibility of permanent remote work from home.
• A techno-functional background will be considered a significant advantage, providing a deeper understanding of the solutions you will be managing.
• You will be part of an ever-growing, market-disrupting, global company where teams comprised of top talent collaborate in a fast-paced, creative, and dynamic environment.
• As a market leader, every day at NICE presents opportunities for learning and professional growth, with extensive internal career paths available across multiple roles, disciplines, domains, and locations.
• This role is ideal for individuals who are passionate, innovative, and driven to constantly raise the bar in their professional endeavors.
• You will operate within the NICE-FLEX hybrid model, which offers a balance of 2 days working from the office and 3 days of remote work each week, fostering both collaboration and individual focus.
• Office days are strategically designed for face-to-face meetings, encouraging teamwork, collaborative thinking, innovation, and a vibrant, interactive atmosphere.
• You will be reporting into the Group Manager and functioning as an Individual Contributor.
• You will be contributing to NICE's mission of helping 25,000+ global businesses, including 85 of the Fortune 100, deliver extraordinary customer experiences, fight financial crime, and ensure public safety through our advanced software solutions.
• You will be part of an organization recognized as an innovation powerhouse excelling in AI, cloud, and digital technologies, consistently leading the market in its domains.
• You will join a diverse and inclusive workplace that values equal opportunity, ensuring all qualified applicants receive consideration for employment without regard to protected characteristics.

🎯 Requirements

• Minimum of 2-5 years of IT industry experience.
• 2 or more years of experience in an upper-management role, preferably in program management.
• Bachelor's or Master's degree in Computers/IT/Electronics, Business Administration, or a related field (or equivalent).
• Strong working knowledge of Project Management Tools such as Microsoft Project (MPP), JIRA, Confluence, Power BI, etc.
• PMP or Prince2 certification is a MUST.
• Working knowledge of the Banking and Finance Domain is a MUST.
• Proven experience managing several major projects involving diverse operations and technology groups, with strong client-facing skills.
• Excellent English writing and speaking communication skills.
• Outstanding knowledge of change management principles and performance evaluation processes.
• Proactive and energetic attitude to run programs/projects independently.
• Strong problem-solving skills.
• Proven ability to negotiate and influence business decisions and directions.
• Excellent organizational, customer service, and people skills.
• Ability to meet deadlines.

🏖️ Benefits

• Permanent work from home flexibility.
• NICE-FLEX hybrid model (2 days office, 3 days remote).
• Opportunities for continuous learning and professional growth within a global market leader.
• Exposure to cutting-edge AI, cloud, and digital technologies.
• Collaborative and creative work environment with top talent.
• Career advancement opportunities across multiple roles, disciplines, and locations.
• Opportunity to work with Fortune 100 companies and contribute to impactful solutions in customer experience, financial crime, and public safety.
• Competitive compensation and benefits package (implied by company description and role level).

Skills & Technologies

Remote

Degree Required

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NICE Ltd.

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About NICE Ltd.

NICE Ltd. is an Israeli-headquartered global enterprise software company that provides cloud platforms for customer engagement, workforce optimization, financial crime and compliance, and advanced analytics. Founded in 1986, it serves contact centers, financial institutions, and public safety organizations with solutions for recording, analytics, robotic process automation, and AI-driven insights. The company operates worldwide, with major offices in the United States, Europe, and Asia-Pacific, supporting clients in improving operational efficiency, customer experience, and regulatory compliance through data-driven decision-making.

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