Senior Client Services Project Manager

So, what’s the role all about?

The Project Manager (PM) is a customer-facing position, driving the deployment of the NiCE Evidencentral cloud-based evidence management solution. The PM leads our customers through the deployment and digital transformation process, starting at time of sale and completing at live operation. The PM works with and is supported by Solution Architects, Trainers, Support, R&D, and Value Realization staff at appropriate stages of the project.

How will you make an impact?   

• Managing multiple, parallel projects through solution delivery using formal project planning techniques, including customer meetings, project plans, and action trackers.
• Assisting the customers in understanding the decisions they need to make and their responsibilities in ensuring project success
• Using formal project planning/management applications and tools such as GANTT charts; defines and manages timelines, actions and activities; and understands the critical path of a project
• Ensuring project documentation is completed by all parties.
• Providing daily direction, motivation, and support to project team.
• Facilitating discussion of technical aspects of solution with the customer, solution architect and other stakeholders, ensuring a timely resolution of any issues or unexpected events.
• Planning project contingencies and anticipates variations that may affect resources, successful implementation, and revenue recognition.
• Identifying and categorizing acceptable levels of risk and potential impact of risk factors.  
• Managing customer escalations and raises issues internally to avoid or mitigate customer escalations.
• Acting as liaison with other departments
• 5% or less travel  

Have you got what it takes?

• BS/BA degree with relevant experience in Project Management, Consulting, Computer Science, Information Systems, or other applicable technical field. Or relevant experience.
• Project Management certification (PMI preferred).
• Minimum 3-5 years’ experience in project planning/management for SaaS deployment or other relevant technology.
• Understanding of Justice Information systems such as case management
• SaaS and Cloud systems experience. 
• Must possess strong communication and organizational skills and be capable of providing written and oral feedback in a timely manner.  
• Excellent analytical and problem-solving skills.  
• Process-oriented and able to meet rigorous documentation requirements.  
• Able to partner and align with clients delivering added value in every touch point of the relationship.  
• Able to develop, drive, and contribute to a high-performance team.  
• Manages client relationships and individual engagements with a strong focus on excellence.  
• High level of accountability at the individual level; service and support that exceeds client needs.  
• Provides recognition of employee contributions to drive individual and team performance.  
• Is self-motivated to strive for professional excellence in all aspects of work.  

You will have an advantage if you also have:

• Experience/knowledge of CCaaS, CX, and Conversational Ai solutions.
• Experience/knowledge of the public safety sector.

What’s in it for you?

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NiCEr!

Enjoy NiCE-FLEX!

At NiCE, we work according to the NiCE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Requisition ID: 8042
Reporting into: Director, Client Relationship
Role Type: Individual