CallMiner is looking for an Implementation Project Manager I to join our Project Management Office (PMO). This is a hands-on project management role to support small and medium scale project implementations. The person in this position will work closely with customers and internal departments to ensure successful deployments of solutions on time and within scope. The Project Manager supports the entire project lifecycle, including pre-sale solution design and definition, project implementation, system configuration, transition to Support and project closure. This is an exciting opportunity to provide hands-on project management and to support our global colleagues and customers in software implementations.

Primary Responsibilities

• 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

Required Skills

• 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).

Preferred Skills

• 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.