Senior Client Services Project Manager

Summary

Join NiCE, a global company, as a Project Manager, a customer-facing role driving the deployment of the NiCE Evidencentral cloud-based evidence management solution. Lead customers through deployment and digital transformation, from sale to live operation. Collaborate with Solution Architects, Trainers, Support, R&D, and Value Realization staff. Manage multiple projects using formal project planning techniques, ensuring project documentation and timely resolution of issues. Plan contingencies, manage risks, and act as a liaison with other departments. This role requires approximately 5% travel or less.

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
• 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

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