Implementation Project Manager I

March 19

CallMiner

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Understand your customers. Unlock business value.

Performance Management • Business Intelligence • Call Center Operational Efficiencies • Customer Satisfcation • Agent Productivity

201 - 500

💰 $20M Venture Round on 2022-06

Description

• Works closely with internal Sales and Customer Success team members, with existing customers, and with prospects to help design integration solutions. • Engages with customers and prospects in pre-sales efforts to scope solutions and to clearly document professional service requests based on product capabilities. • Develops and delivers requirements documentation to internal and external project stakeholders. • Managing multiple projects with a high number of customer interactions. • Interpreting and transforming customer requirements into project plans. • Tracking projects and tasks through the PMO portfolio tool while working closely with Implementation Engineers on task assignments. • Monitoring and maintaining key project dates and financial values within the PMO portfolio tool. • Accurately tracking work and providing concise project status updates in alignment with PMO standards. • Leveraging CallMiner’s existing project process and corresponding templates to effectively communicate to internal and external project stakeholders. • Providing meeting agendas, facilitating meetings, and clearly communicating outcomes and action items via meeting minutes and issues logs. • Setting and managing expectations with project stakeholders and escalating to CallMiner leadership when appropriate. • Maintaining accountability to drive assigned projects to successful completion. • Proactively managing changes in project scope, identifying risks, and assisting in devising contingency plans. • Leveraging product-based training to guide and educate customers on system configuration through the product’s user interface. • Completing internal solution certification and assisting in user acceptance testing. • Collaborating with internal teams to improve processes and provide feedback to the Product team to share product ideas.

Requirements

• A degree in a technical or business discipline or equivalent work experience. • Minimum of 2 years in a hands-on project management role with 1 year in a technical environment, preferably SaaS software implementation. • Ability to work with minimum supervision to support internal stakeholders and external customers. • Prior experience with external customers is strongly preferred. • Excellent organizational skills and time management abilities. • Excellent communication (verbal and written) skills. • Experience interfacing with external customers at all levels and driving customer meetings. • Experience as part of a cohesive team in which resources are shared across multiple projects. • Ability to interpret requirements and implementation details and share internally and externally clearly and concisely. • Attention to detail in documenting effort estimates, requirements, and project dates. • Demonstrated ability to multitask and to set priorities and to clarify priorities when uncertainty exists. • Confidence to work under pressure, to communicate effectively with customers and to drive team members to committed dates. • Ability to manage expectations and to professionally solve disputes or conflicts. • Demonstrated ability to quickly learn new technology. • Demonstrated ability in applying project management discipline and structure within an evolving organization. • Familiarity with Microsoft Office applications (MS Word, Excel, Power Point, Outlook). • Relevant industry or product experience desired (interaction analytics, contact centers, enterprise SaaS software). • Experience scoping integration solutions or professional services a plus. • Project Management Certification a plus. • Familiarity with project management software (such as Microsoft Project or Planview PPM Pro) is a plus. • JIRA/Confluence experience is a plus.

Benefits

• Exciting opportunity to provide hands-on project management • Support for global colleagues and customers in software implementations