Lead Client Services Project Manager

Position Overview: The Project Manager is a customer-facing, billable role responsible for delivering specialized expertise and solutions for NICE products and services. The PM would utilize the PMI standard to work with customers and internal teams to help drive projects to a fast and successful delivery leaving the customer with a positive experience and ability to utilize the solutions to their fullest. They ensure clear organization, defined timelines, and effective communication to bring the requirements to fruition. They work collaboratively with internal teams to translate the customer’s needs into tangible results, keeping projects on track and delivering value. 

Key Responsibilities: 

• Project Management: 

• 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.  

• Qualifications: 

• 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. 

• CRM integrations, APIs, and other ecosystem technologies. 

• Industry trends and emerging technologies in AI and digital customer engagement. 

• Desired personal traits: 

• 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.