Lead Client Services Project Manager

So, what’s the role all about?
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.

How will you make an impact?
• 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
• Ability to travel to client sites when needed

Have you got what it takes?
• 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.
What’s in it for you?

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!

Requisition ID: 8043
Reporting into: Director, Client Relationship
Role Type: Individual