Senior Program Manager, Actimize

📋 Description

• • As a Senior Program Manager for Actimize at NICE Ltd., you will be the cornerstone of our client services, acting as a trusted advisor to our esteemed customers. Your primary mission will be to provide both proactive and reactive post-implementation support, ensuring a seamless alignment between the customer's strategic priorities and NICE's overarching business objectives. You will be instrumental in nurturing and maintaining strategic relationships across all client business units, skillfully influencing tactical activities to consistently drive service excellence for your designated accounts.
• • A critical aspect of this role involves becoming a subject matter expert in the NICE Solutions deployed at your client sites. You will be responsible for ensuring that clients achieve maximum value and return on their investment from our cutting-edge solutions. This deep understanding will enable you to effectively bridge the gap between the customer's needs and NICE's capabilities.
• • You will serve as the primary interface between our clients and NICE's internal support organizations. This includes expertly managing critical issues, resolving complex problems, and addressing any unmet expectations or escalations with a high degree of professionalism and efficiency.
• • Your responsibilities 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 oversee all project tasks, meticulously managing schedules, budgets, and resources to guarantee the delivery of high-quality solutions within the stipulated time and cost constraints.
• • Establishing and fostering strong relationships with key members of the client team, including business users and management personnel, is paramount. Your ability to communicate effectively and build rapport will be crucial for project success and client satisfaction.
• • You will be responsible for preparing comprehensive project status reports and compelling presentations. These will be used to keep management, customers, and other stakeholders fully informed of project progress, potential risks, and any emerging issues.
• • A key part of your role will be to develop, implement, and maintain standardized practices for client implementations. These practices should be aligned with the Program Manager's operating model, ensuring consistency and efficiency across all projects.
• • You will act as a vital conduit for customer feedback, communicating and advocating customer requirements and concerns to the product management team, R&D, and other relevant internal stakeholders. This ensures that our product development is informed by real-world client needs.
• • You will be adept at creating and managing detailed project plans. This involves defining project schedules, allocating resources effectively, and diligently monitoring progress against milestones to ensure timely and successful project completion.
• • You will be expected to engage with projects at a high level, possessing a strong understanding of both the functional and technical aspects of the NICE solutions. This holistic view allows for more effective problem-solving and strategic decision-making.
• • You will be responsible for the coordination of multiple projects, working seamlessly with different internal teams and stakeholders to ensure alignment and prevent conflicts.
• • A core responsibility is to align project objectives with the broader company goals, ensuring that the project team is clearly aware of and working towards these overarching objectives.
• • You will proactively plan for project contingencies and anticipate potential variations that might impact resources or the successful implementation of the solution, developing mitigation strategies in advance.
• • Adherence to the company's Code of Ethics and established procedures is expected at all times, maintaining the highest standards of professional conduct.
• • You will be a proactive and energetic leader, capable of running programs and projects independently or with minimal direct supervision, demonstrating initiative and a results-oriented approach.
• • Your client-facing skills will be exceptional, enabling you to build trust and manage expectations effectively. You will possess proven experience managing several major projects that involve diverse operations and technology groups.
• • You will demonstrate strong problem-solving skills, with the ability to analyze complex situations and develop effective solutions.
• • Excellent English writing and speaking communication skills are essential for clear and concise communication with both internal and external stakeholders.
• • You will have a proven ability to negotiate and influence business decisions and directions, advocating for the best outcomes for both the client and NICE.
• • Outstanding organizational, customer service, and people skills are required to manage multiple priorities and build strong working relationships.
• • The ability to consistently meet deadlines and deliver on commitments is a fundamental requirement for this role.