This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Lead Client Services Project Manager, CX based in Canada.
This role is designed for an experienced project leader who thrives at the intersection of technology, customer experience, and service delivery.
You will oversee complex customer projects from initiation through completion, ensuring successful implementations and measurable business outcomes.
The position requires strong leadership skills to coordinate cross-functional teams, manage stakeholder expectations, and deliver exceptional client experiences.
You will act as a trusted advisor for strategic customers while driving project execution, revenue delivery, and long-term relationship growth.
Working in a dynamic and collaborative environment, you will help shape delivery practices and continuously improve operational excellence.
This opportunity is ideal for a proactive problem solver who enjoys managing complexity and creating value through impactful technology solutions.
Accountabilities:
The Lead Client Services Project Manager is responsible for managing end-to-end customer project delivery, ensuring successful implementations, strong stakeholder alignment, and high levels of customer satisfaction. This role requires ownership of project execution, risk management, team coordination, and business growth opportunities while partnering closely with internal and external stakeholders.
- Lead the full lifecycle management of customer projects and programs, including planning, execution, delivery, and closure.
- Own project scope, timelines, budgets, quality standards, resource planning, and overall delivery outcomes.
- Drive timely project execution and completion to support revenue recognition and business objectives.
- Establish project governance structures, including steering meetings, reporting processes, and stakeholder communications.
- Act as the primary point of contact and trusted advisor for assigned customers during implementation and rollout phases.
- Build strong relationships with customer stakeholders to ensure alignment, satisfaction, and successful adoption.
- Manage geographically distributed technical and business teams to achieve project goals.
- Identify, assess, and proactively resolve project risks, issues, dependencies, and opportunities.
- Develop and maintain detailed project plans, schedules, forecasts, and documentation throughout the project lifecycle.
- Ensure effective adoption of project management methodologies, tools, and delivery best practices.
- Collaborate with sales and services teams to identify opportunities for additional solutions and business growth.
- Contribute to continuous improvement initiatives focused on enhancing delivery processes, tools, and customer outcomes.
Requirements:
The ideal candidate brings strong project management expertise, customer-facing experience, and the ability to operate effectively in complex technology environments. They should combine business acumen with technical understanding and demonstrate the ability to lead teams, manage ambiguity, and deliver successful outcomes.
- Proven experience managing client services, professional services, or technology implementation projects.
- Strong understanding of project management methodologies, with experience applying structured delivery frameworks such as PMI standards.
- PMP certification is preferred but not mandatory.
- Experience managing complex projects involving multiple stakeholders, teams, and business priorities.
- Background in IT professional services, customer experience technology, or contact center solutions is preferred.
- Strong leadership and team management abilities, including experience motivating geographically distributed teams.
- Excellent communication, presentation, negotiation, and stakeholder management skills.
- Ability to understand customer requirements and translate them into effective project execution strategies.
- Strong knowledge of project scope, risk, cost, quality, resource, and communication management.
- Ability to analyze challenges, recommend solutions, and make informed decisions in complex environments.
- Strong business and financial understanding, including experience with revenue forecasting and value realization.
- Customer-focused mindset with the ability to build trusted partnerships and deliver exceptional experiences.
- Self-motivated, proactive, and comfortable working independently with minimal supervision.
Benefits:
- Competitive compensation package aligned with experience and market standards.
- Opportunity to work remotely from Canada.
- Chance to lead high-impact customer projects within a global technology environment.
- Exposure to innovative solutions focused on customer experience and digital transformation.
- Collaborative workplace with cross-functional teams and diverse stakeholders.
- Opportunities for professional growth and continuous development.
- Inclusive workplace culture committed to equal opportunity and employee success.
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