Customer Configuration Project Manager

NielsenIQ - Block, IL

- Mid Level

Block, IL

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

At NIQ, we're dedicated to providing more than just a job-we offer you the opportunity to own your story. As part of our team, you'll enjoy a range of benefits designed to support your well-being and career development. From comprehensive healthcare packages to opportunities for ongoing learning and advancement, we're committed to helping you thrive. Join us and experience Life at NIQ! The role is focused on groups of NIQ Clients, projects, and small to medium programs, their roadmaps, issues and escalations. You will champion the client through preparation, onboarding through BAU, ensure prioritization and status of key client items are known by Tech/Product Leadership, and act as the single Tech Escalation point for client and program teams.

Responsibilities

• Manage escalating or key client KPIs and Reporting when needed
• Implement service improvement plans for process and tech issues when needed
• Partner with the Client Deployment Lead, Operations Delivery Lead, Tech, and Product Leadership, and Production Support to provide excellent client service
• Bridge the communication gap between client and tech teams
• Ensure compliance to standard procedures, best practices, policies, tools and delivery according to SLAs, including compliance to architecture, cybersecurity, and quality
• Ensure quality delivery of configurations, perform validations and audits to identify and correct gaps
• Act as liaison for the client to all facets of the Global Support organization and pull people together to make decisions
• Refine and document new configuration procedures, SLAs, Best demonstrated practices and limitations
• Understand and communicate the client view on the prioritization of future enhancements and defect fixes to various stakeholders, including senior management
• Responsible for managing client issues, expectations and risks to achieve a high level of client satisfaction
• Work closely with Product Leadership, Operations and Client Deployment teams on client roadmaps and timelines
• Champion the client through their onboarding, adoption phases and into a BAU state
• Participate in production readiness for key feature updates impacting client configurations and coordinate the execution of client configurations for impacting software deployments or client deployments
• Identify and drive the end-to-end execution of client configuration for specific programs, deliverables and tracking of program health
• Define and track program scope, milestones, timelines, and deployment plans
• Act as the face of the program and communicate progress to upper management and stakeholders
• For Technology programs impacting Global Support, ensure alignment between Product, Technology and Global Support and facilitate release planning, client configuration change management and ongoing process improvements
• Facilitate conversations to ensure Cross Functional Team Dependencies are planned, identifying gaps, and mitigating or escalating risks
• Ensure program objectives are clearly defined and that the program meets them, then track and communicate progress
• Track and ensure prompt resolution of issues, escalate issues in a timely and appropriate manner and manage client risks

Requirements

• 5+ years in program and project management or similar role running projects or Support teams in Operations, Technology or Engineering
• Ability to analyze and evaluate problems, offer solutions and determine when more help is required
• Superior communication skills (interpersonal, verbal, presentation, written, email)
• Proven ability to influence and gain buy-in at multiple levels, across divisions, functions and cultures
• Able to work with senior-level management and virtual teams
• Ability to prioritize, manage, and deliver on multiple work streams simultaneously; highly motivated and able to work within aggressive schedules
• Action-oriented, flexible, resourceful, and able to operate effectively within a dynamic, fast-paced environment
• Positive attitude, team player, self-starter; takes initiative, ability to work independently

Nice-to-haves

• Cloud environment experience

Benefits

• Flexible working environment
• Volunteer time off
• LinkedIn Learning
• Employee-Assistance-Program (EAP)