Senior Client Services Project Manager

Summary

Join NiCE, a global leader in customer experience, financial crime fighting, and public safety solutions, as a Senior Project Manager. This customer-facing role involves leading the deployment of the NiCE Evidencentral cloud-based evidence management solution, guiding clients through digital transformation from sale to live operation. You will manage multiple parallel projects, utilizing formal project planning techniques and tools. Collaboration with internal teams, including Solution Architects, Trainers, Support, R&D, and Value Realization staff, is essential. The position requires strong communication, organizational, analytical, and problem-solving skills. Success in this role demands a high level of accountability and a commitment to exceeding client expectations.

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 of 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
• 5% or less travel

Responsibilities

• 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

Benefits

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