Manager, Client Services

The Client Services Manager is responsible for the end-to-end delivery of customer projects. They are accountable for all services delivery for a portfolio of accounts and act as a single point of contact for those clients during the Day 1 phases. This includes implementation, rollout, and delivery of products and services, solution adaption, as well as business development and generating new business jointly with the sales team. They are accountable for the Project Managers and Program Managers assigned to them including mentoring, supervision, and professional growth of their assigned team.

Main Responsibilities & Deliverables:

• Drive timely project execution and closure for invoicing and revenue recognition per the revenue forecast.
• Ensure implementation of projects per client requirements. Present reports in stakeholder meetings for strategic account.
• Contribute to team efforts to continually improve services delivery methodology and tools including TeamLine.
• Work with project manager to plan and schedule various steps of project development to keep within the client deadlines. Coordinate staff strength and resources available in the organization per project requirements.
• Coach staff in project management best practices. Ensure adherence to published policies and procedures.
• Manage performance and development of the assigned staff. Recruit new staff members as needed.
• Partner with Services Sales to identify and cultivate opportunities to sell Services within the portfolio of accounts.

Qualifications & Education:

• Strong knowledge about client service
• Good management and leadership abilities
• Excellent communication and presentation skills
• Ability to grasp the requirements of clients and ensure they are addressed through the project execution
• Strong knowledge of Project Management practices and Professional Services delivery
• Ability to review project risk factors and suggest alternative solutions
• In-depth project management and technical experience
• Ability to identify when customer need translates into opportunity for selling additional Services

Professional Capabilities

• Regarded as a Subject Matter Expert
• Able to align and work with other executives, constantly influencing others

Personal leadership

• Collaborates with team members to achieve results
• Manages in complex environments, in matrix organizations, and with major customers
• Leads the team and processes on time-on budget-on quality Actively engages others in work processes to expand and broaden professional domain knowledge
• Leads in highly complex environments, in matrix organizations, and with major customers
• Influences others to achieve professional advancement
• Effectively manages complexity and change in his/her professional domain
• Manages NICE customers, and teams with large internal teams
• Develops, drives, and contributes the team

Business Impact

• Sound business and financial understanding
• Experience in partnering with clients
• Strong focus on customer satisfaction
• Responsible for revenue delivery and forecasting
• Value realization
• Identify Services business opportunity
  • Holds full domain responsibility
• Excellent business and financial understanding
• Experience in partnering with clients to deliver added value at every touch point of project execution Applies ongoing professional discretion
• Proactively seeks for improvement within and across domain
• Experience in partnering with clients to deliver high-level added value at every touch point of project execution