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Director, Program Management, CX

2 hours, 4 minutes ago
United States
Full-time
Executive
Customer Success Manager
Project and Program Management
Cisco
Apply Now
Nice Côte d'Azur

Nice Côte d'Azur

Nice Côte d'Azur promotes tourism in the Nice Côte d'Azur region, offering resources for exploring the area and organizing weekend getaways that blend coastal and mountain experiences, while also providing interactive exploration games and multimedia c...

Hotels, Restaurants & Leisure
Founded 1960
View All Jobs 121

Description

  • Own all service and support aspects for major accounts as the customer’s single point of contact.
  • Lead implementation, rollout, and delivery of products and services for assigned accounts.
  • Define and govern project implementation methodology, quality standards, controls, and continuous improvement practices.
  • Manage projects directly while also overseeing multiple account projects from a managerial perspective.
  • Support the Service Director in building and maintaining an effective project management team.
  • Partner with sales, R&D, project managers, and cloud teams to deliver and complete projects successfully.
  • Act as an escalation point for customers and help resolve issues and risks.
  • Develop and maintain long-term trusted-advisor relationships with customer business and operations leaders.
  • Work with sales to promote NiCE solutions and value-added services such as training and consulting.
  • Drive customer satisfaction, delivery performance, business growth, and revenue targets.

Requirements

  • 8 to 10 years of account and customer management experience.
  • At least 3 years of management experience.
  • Knowledge of both theoretical and practical aspects of project management.
  • PMI certification is an asset.
  • Contact center industry background with experience in platforms such as Avaya or Cisco.
  • Strong technical orientation and experience delivering software or solution deployment projects in IT.
  • Experience working in a multicultural environment serving regional and global customers.
  • Bachelor’s or master’s degree in IT management or Business preferred.
  • Excellent communication and presentation skills, especially with executive stakeholders.
  • Ability to manage escalations, mitigate risks, and lead in a matrix environment.

Interested in this position?

Apply directly on the company website

Apply Now

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