Lead Client Services Project Manager

About the role

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.

Responsibilities

• Managing multiple, parallel projects through solution delivery using formal project planning techniques, including customer meetings, project plans, and action trackers.
• Aiding 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; defining and managing timelines, actions and activities; and understanding 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 anticipating 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 raising issues internally to avoid or mitigate customer escalations.
• Acting as liaison with other departments.

Requirements

• 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.

Qualifications

• Strong communication and organizational skills and capability to provide written and oral feedback in a timely manner.
• Excellent analytical and problem-solving skills.
• Process-oriented and capable of meeting 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.

Skills

• Strong leadership and interpersonal skills.
• Ability to manage multiple projects simultaneously.
• Experience with project management tools and methodologies.
• Knowledge of Justice Information systems and SaaS deployment.

Benefits

• 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!

Pay

Competitive compensation package based on experience and qualifications.

Schedule

Full-time position with flexible working hours to accommodate project demands.