This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.

Role Description

The Director, Program Management is personally responsible and accountable for all services and support aspects for major accounts, acting as a single point of contact for the customer. This includes:

• Implementation, rollout, and delivery of products and services
• Business development and generating new business jointly with the sales team
• Performance of the project management community, ensuring delivery as per agreed KPIs and practices

General Roles and Responsibilities:

• Define and govern project implementation methodology, quality standards, control/governance, and continuous improvement for delivered projects and practices
• Full ownership & accountability of projects (Day 1)
• Support the Service’s Director in developing, building, and maintaining an effective project management team to drive multi-million revenue targets
• Oversee several accounts projects from a managerial perspective, as well as personally manage projects as an individual contributor
• Work closely with sales, R&D, Project Managers, and cloud teams for the delivery and successful completion of projects and activities
• Responsible for customer satisfaction and transaction survey results conducted for the project management community
• Define project goals and delivery plans, KPIs for project managers, and objectives
• Initial point of contact and escalation, directly responsible for the rollout/delivery of products, services, and production
• Improve and maintain long-term customer satisfaction goals
• Develop and maintain positive and productive long-term working relationships with customers’ business and operations managers as a trusted advisor
• Work jointly with sales to promote and expand sales of NiCE solutions, as well as value-added services such as training and consulting
• Provide guidance to other PMs while working with the assigned major account
• Identify, drive, and execute continuous improvement initiatives that bring long-term positive impact for Major Account Program
• Serve as an escalation point for the customer

Qualifications

• At least eight to ten years of account & customer management experience
• At least three years of management experience
• Knowledge of both theoretical and practical aspects of project management
• PMI Certification is an asset
• Contact Center industry background (Avaya, Cisco) and strong technical orientation
• Software/solution deployment projects delivery experience in the IT world
• Experience working in a multi-culture environment, serving regional and global customers
• Bachelor or Master's degree in IT management or Business preferred

Competencies

• Customer Management
• Excellent communication and presentation skills, mainly with executives
• Understand the client business and technical environment – be a business enabler
• Able to identify potential challenges, mitigate risks, and manage escalations
• Account Management
• Strategic – able to anticipate down-the-road initiatives with clients
• Good business and financial understanding
• Lead team and processes on time, on budget, on quality
• Leadership and management
• Ability to develop, drive, and contribute in a high-performance team
• Ability to manage a team in a matrix environment
• Ability to partner, align, and coordinate with the sales team

Key Success Factors

• Delivery performance
• Customer Satisfaction – internal and external
• Business growth; new services booking and recurring revenue
• Optimization of P&L