Senior Client Services Project Manager

NICE • Atlanta, GA

3d

About The Position

The Project Manager is a customer-facing role responsible for leading deployment of NiCE Evidencentral, a cloud-based evidence management solution. The PM guides customers through deployment and digital transformation from the time of sale through live operation, working with Solution Architects, Trainers, Support, R&D, and Value Realization staff at relevant project stages. The role manages multiple concurrent projects, customer relationships, project teams, delivery risks, and escalations, and may require travel to client sites.

Requirements

• BS/BA degree with relevant experience in Project Management, Consulting, Computer Science, Information Systems, or another applicable technical field, or relevant experience.
• Project Management certification; PMI 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, including 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 commitment to service and support that exceeds client needs.
• Ability to recognize employee contributions to drive individual and team performance.
• Self-motivation and commitment to professional excellence.

Responsibilities

• Manage multiple parallel projects through solution delivery using formal project-planning techniques, including customer meetings, project plans, and action trackers.
• Help customers understand the decisions they need to make and their responsibilities for project success.
• Use project-planning and 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 discussion of technical aspects of the solution with customers, solution architects, and other stakeholders, and ensure 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.
• Collaborative and creative work environment.

What This Job Offers

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