Professional Services Specialist

Symphony Communication Services•New York, NY

6d•$95,000 - $105,000

About The Position

Symphony is seeking a client-focused Professional Services Specialist to lead implementations and migrations of Cloud9, its voice trading and collaboration platform, for banks, broker-dealers, asset managers, and hedge funds. The specialist manages assigned client implementations from kickoff through go-live and post-launch stabilization, acting as a key liaison between clients and internal teams. The role coordinates business and technical stakeholders to define requirements, manage delivery, validate readiness, and facilitate transitions from legacy trader voice systems to Cloud9. The position includes project delivery management, client engagement, implementation coordination, go-live planning and execution, hypercare, end-user training, and process improvement. It requires the ability to manage multiple projects in a fast-paced, matrixed environment and to travel to client locations and support planned migrations and production cutovers outside standard business hours as needed.

Requirements

Bachelor's degree or equivalent practical experience.
At least 3 years in project management, software implementation, professional services, or technical client delivery.
Experience managing project plans, timelines, risks, issues, dependencies, and stakeholder communications.
Strong communication, presentation, facilitation, and relationship-management skills.
Ability to independently manage assigned projects, solve problems, and escalate risks appropriately.
Ability to understand enterprise software implementations, system configurations, integrations, and testing.
Ability to manage multiple projects in a fast-paced, matrixed environment.
Willingness to travel to client locations and support planned migrations and production cutovers outside standard business hours as needed.

Nice To Haves

Experience with banks, broker-dealers, asset managers, hedge funds, or other financial services organizations.
Familiarity with trading floor workflows, trader voice systems, or capital markets infrastructure.
Experience with enterprise SaaS deployments, platform migrations, UAT, and production cutovers.
PMP, CAPM, PRINCE2, CSM, or equivalent certification.
Familiarity with Jira, Confluence, Microsoft Project, Excel, and Salesforce.

Responsibilities

Lead assigned client implementations from kickoff through go-live, hypercare, and transition to ongoing support.
Develop and maintain project plans, milestones, migration schedules, risk and issue logs, action trackers, and status reports.
Manage project scope, dependencies, competing priorities, and delivery risks across multiple concurrent implementations.
Facilitate project meetings, communicate progress and escalations, and drive accountability across client and internal teams.
Contribute to standardized implementation playbooks, templates, and process improvements.
Build relationships with client stakeholders across trading, technology, and operations.
Gather business and technical requirements, understand legacy trading workflows, and coordinate system configuration, connectivity, and integration activities.
Partner with Sales, Product, Engineering, Support, and other teams to resolve issues and deliver successful implementations.
Coordinate user acceptance testing (UAT), production validation, and client sign-off.
Develop cutover plans, readiness checklists, and contingency procedures to support successful migrations.
Coordinate go-live execution, stakeholder communications, issue triage, and escalation management.
Support hypercare, end-user training, floor-walking, and operational readiness to promote adoption and a smooth transition to ongoing support.
Document lessons learned and identify opportunities to improve delivery quality and efficiency.