Senior Client Services Project Manager, Actimize

📋 Description

• • As a Senior Client Services Project Manager at NICE Ltd., you will serve as a pivotal and trusted advisor to our esteemed clientele, ensuring the seamless post-implementation success of our Actimize solutions. Your role is critical in maintaining a strategic, proactive, and reactive support framework, meticulously aligning customer priorities with NICE's overarching business objectives.
• • You will cultivate and nurture strategic relationships across all client business units, influencing tactical activities to consistently drive service excellence for your designated accounts. This involves understanding the intricate needs of each client and translating them into actionable project plans and support strategies.
• • A core aspect of your responsibility will be to develop and maintain deep subject matter expertise in the NICE Actimize Solutions deployed at your client sites. This expertise is essential for ensuring that clients derive maximum value from their investment, and you will be instrumental in guiding them towards optimal utilization of the platform's capabilities.
• • You will act as the primary, authoritative interface between our customers and NICE's internal support organizations. This includes adeptly managing critical issues, complex problems, and urgent requests, particularly those arising from escalations or unmet expectations, ensuring swift and satisfactory resolutions.
• • Your oversight will span the entire project lifecycle, from the initial stages of Initiation and Data Acquisition through Configuration, Data Validation, User Acceptance Testing (UAT), Tuning, and final Deployment. You will be accountable for the successful execution of each phase, ensuring adherence to timelines and quality standards.
• • You will be responsible for meticulously managing all project tasks, including the development and tracking of schedules, budgets, and resource allocation. The ultimate goal is to ensure that high-quality, robust solutions are delivered consistently within the agreed-upon time and cost constraints.
• • Establishing and maintaining strong, effective communication channels with key members of the client team is paramount. This includes engaging with both business users and management personnel, ensuring clear understanding and alignment on project goals, progress, and any potential challenges.
• • You will be tasked with preparing comprehensive project status reports and compelling presentations. These documents will be crucial for keeping management, customers, and other stakeholders thoroughly informed about project status, key milestones, risks, and any emerging issues.
• • A key responsibility involves developing, implementing, and maintaining standardized best practices for client implementations. These practices should align seamlessly with the Project Manager's operating model, promoting efficiency, consistency, and a high level of service delivery across all projects.
• • You will play a vital role in communicating and advocating for customer requirements and concerns to internal teams, including the product management team, R&D, and other relevant stakeholders. This feedback loop is essential for continuous product improvement and customer satisfaction.
• • You will be adept at creating and managing detailed project plans, defining project schedules, allocating necessary resources, and diligently monitoring progress against these plans. Proactive identification and mitigation of potential risks and variations that could impact resources or successful implementation are critical.
• • You will be expected to coordinate the successful execution of multiple projects simultaneously, ensuring effective collaboration among different internal teams and stakeholders to achieve shared objectives.
• • A fundamental aspect of your role is to ensure that project objectives are clearly aligned with the company's strategic goals, and that every member of the project team possesses a clear understanding of these objectives and their individual contributions.
• • You will be expected to meticulously follow the company's Code of Ethics and all established procedures at all times, upholding the highest standards of professional conduct.
• • You will be involved in projects at a high level, possessing a strong understanding of both the functional and technical aspects of the NICE Actimize solutions to effectively guide project teams and address client needs.
• • Your ability to anticipate and plan for project contingencies will be crucial in navigating unforeseen challenges and ensuring project success. You will proactively identify potential variations that may affect resources or the successful implementation of solutions.
• • You will be a champion for client-facing excellence, demonstrating strong interpersonal skills and the ability to build rapport and trust with diverse client stakeholders.
• • You will leverage your strong problem-solving skills to address complex challenges that arise during project implementation and ongoing support, finding effective and efficient solutions.
• • Your excellent English writing and speaking communication skills will be essential for clear, concise, and persuasive communication with clients and internal teams.
• • You will possess a proven ability to negotiate effectively and influence business decisions and directions, ensuring alignment between client needs and NICE's capabilities.
• • Your excellent organizational, customer service, and people skills will be vital in managing client relationships and project teams effectively.
• • You will demonstrate a consistent ability to meet deadlines and deliver projects on time, managing priorities effectively in a dynamic environment.