Manager, Client Services

Overview

The Professional Services Manager (PSM) leads and manages a team of Project Managers who deliver Day‑1implementation projects forNiCEEnterprise and SMB levelcustomers acrossCanada &the United States. Although the PSM directly manages only Project Managers, they are fully accountable for the overall success of each project, including the contributions of cross‑functional delivery roles such as Solution Consultants, Technical Implementation Engineers, and Integration Specialists. This is a people‑leadership and delivery‑governance role, ensuring predictable, efficient, and high‑quality implementation outcomes.

Required Skills & Experience

• 10+ years in Professional Services(PS)with 3+ years managing delivery teams (preferably PMs).
• Experience implementing NiCE CXone projects and/or Programs.
• Experience overseeing multi-role delivery teams in SaaS, enterprise software, orCCaaSenvironments with a focus on NiCE CXone.
• Strong understanding of contact center technologies and system integration patterns.
• Proven leadership in customer-facing project delivery organizations.
• Strong communication, organizational, and operational management skills.
• Ability to drive accountability across roles not directly managed.
• Bachelor’s degree required; MBA or advanced degree preferred.

Preferred Qualifications

• Experience in the contact center or CX technology industry.
• Experience in NiCE CXone Product Suite

Key Responsibilities

People Leadership – PM Team

• Lead, coach, and develop a team of Project Managers responsible for executing Day‑1 implementation projects.
• Establish clear expectations around delivery quality, methodology adherence, customer engagement, and project governance.
• Conduct regular 1:1s, performance evaluations, mentoring, and professional development for PMs.
• Allocate PM resources across the project portfolio to ensure balanced workload and predictable delivery.
• Serve as the primary escalation point for PMs, providing guidance on delivery challenges and decision-making.

Delivery Accountability – Cross‑Functional Ownership

• Ensure overall successful delivery of all assigned Day‑1 implementation projects.
• Own delivery outcomes that depend on roles not directly managed, including Consultants and Engineers.
• Oversee project health, risks, dependencies, and milestone readiness.
• Ensure PMs manage delivery quality, timelines, customer satisfaction, and scope.
• Drive cross-team alignment and enforce delivery standards across all contributing roles.

Day‑1 Implementation Oversight (No Day‑2 Responsibilities)

• Own the portfolio of Day‑1 implementation projects within theCanada,Commercial & SMB segment.
• Ensure PMs execute delivery methodologies effectively.
• Lead project portfolio reviews, risk committees, and milestone readiness assessments.
• Guarantee smooth handoffs from Sales → PS and PS → Support/Customer Success.

Operational & Segment Leadership

• Drive scalability, standardization, and repeatability improvements for theCanada,Commercial & SMB segment, as well as for the entire Americas PMO methodology.
• Manage forecasting, capacity planning, and PM utilization, to comply with the KPIs
• Identify delivery trends and proactively address segment-specific challenges.
• Enhance delivery templates, playbooks, onboarding frameworks, and best practices.
• Support reporting of delivery KPIs such as CSAT and quality metrics.

Cross‑Functional Partnership

• Partner with Sales & Solution Consulting to ensure clean scoping and expectations alignment.
• Collaborate with Product, R&D, and Cloud Ops to resolve technical blockers.
• Work with Practice Leads to standardize and improve delivery approaches.
• Support Customer Success during the Day‑1 exit process.
• Represent PS in customer escalations requiring management involvement.