Senior Client Services Project Manager

NICE • Atlanta, GA

2d

About The Position

The Project Manager is a customer-facing role responsible for driving deployment of NiCE Evidencentral, a cloud-based evidence management solution. The PM leads customers through deployment and digital transformation from the time of sale through live operation, collaborating with Solution Architects, Trainers, Support, R&D, and Value Realization staff at appropriate project stages.

The role manages multiple concurrent projects using formal project planning techniques and tools, supports customers in understanding decisions and responsibilities, and coordinates technical discussions and issue resolution. The PM also oversees project documentation, team direction, risk and contingency planning, customer escalations, and coordination with other departments. Travel to client sites may be required when needed.

Requirements

• Bachelor of Science or Bachelor of Arts degree with relevant experience in Project Management, Consulting, Computer Science, Information Systems, or another applicable technical field, or relevant experience.
• Project Management certification; PMI certification is preferred.
• 3–5 years of experience in project planning or management for SaaS deployment or other relevant technology.
• Understanding of justice information systems, such as case management.
• Experience with SaaS and cloud systems.
• Strong communication and organizational skills, with the ability to provide timely written and oral feedback.
• Excellent analytical and problem-solving skills.
• Process-oriented approach and ability to meet rigorous documentation requirements.
• Ability to partner and align with clients, delivering added value throughout the relationship.
• Ability to develop, drive, and contribute to a high-performance team.
• Ability to manage client relationships and individual engagements with a strong focus on excellence.
• High individual accountability and a service-and-support approach that exceeds client needs.
• Ability to recognize employee contributions to drive individual and team performance.
• Self-motivation and commitment to professional excellence.

Nice To Haves

• Project Management certification from PMI.

Responsibilities

• Manage multiple parallel projects through solution delivery using formal project planning techniques, customer meetings, project plans, and action trackers.
• Help customers understand decisions they need to make and their responsibilities for project success.
• Use formal project management applications and tools, such as GANTT charts, to define and manage timelines, actions, and activities, and understand project critical paths.
• Ensure all parties complete project documentation.
• Provide daily direction, motivation, and support to the project team.
• Facilitate discussions of technical solution aspects among the customer, Solution Architect, and other stakeholders, ensuring timely resolution of issues or unexpected events.
• Plan project contingencies and anticipate variations that may affect resources, implementation success, or revenue recognition.
• Identify and categorize acceptable risk levels and the potential impact of risk factors.
• Manage customer escalations and raise issues internally to avoid or mitigate escalations.
• Act as a liaison with other departments.
• Travel to client sites when needed.

Benefits

• Opportunities to learn and grow.
• Internal career opportunities across multiple roles, disciplines, domains, and locations.
• Fast-paced, collaborative, and creative work environment.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior