Implementation Project Manager

CallMiner is looking for an Implementation Project Manager to join our Project Management Office (PMO). This is a hands-on project management role to support medium to large scale software 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.

Primary responsibilities include:

• Engages with customers and prospects in pre-sales efforts to scope solutions and to clearly document requirements professional service requests based on product capabilities
• Manages multiple software implementation projects with a high number of customer interactions
• Interprets and transforms customer requirements into work breakdown structures and project plans
• Tracks projects and tasks through the PMO portfolio tool while working closely with Implementation Engineers on task assignments
• Monitors and maintains key project dates and financial values within the PMO portfolio tool
• Accurately tracks work and provides concise project status updates in alignment with PMO standards
• Provides meeting agendas, facilitates meetings, and clearly communicates outcomes and action items via meeting minutes and issues logs
• Sets and manages expectations with project stakeholders and escalating to CallMiner leadership when appropriate
• Maintains accountability to drive assigned projects to successful completion
• Proactively manages changes in project scope, identifying risks, and assisting in devising contingency plans
• Collaborates 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 4 years in a hands-on project management role with 2 years in a technical environment, preferably SaaS software implementation
• Ability to work with minimum supervision to support internal stakeholders and external customers
• Experience interfacing with external customers at all levels and driving customer meetings and outcomes
• Experience as part of a cohesive team in which technical resources are shared across multiple projects
• Ability to compile technical requirements and implementation details clearly and concisely into a customer-facing document
• Attention to detail in documenting effort estimates, technical requirements, and project dates
• Demonstrated ability to multitask, 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 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 required (interaction analytics, contact centers, enterprise SaaS software)
• Experience scoping integration solutions or professional services
• Project Management Certification a plus
• Familiarity with project management software (such as Microsoft Project or Planview PPM Pro) is a plus

Benefits

About CallMiner

CallMiner is the global leader in conversation intelligence. Powered by AI and ML, CallMiner delivers the industry's most comprehensive platform to analyze omnichannel customer interactions at scale. We help our customers to connect the dots between insights and action, enabling them to identify areas of opportunity to drive business improvement, growth and transformational change. CallMiner is trusted by the world's leading organizations across retail, financial services, healthcare and insurance, travel and hospitality, and more.

CallMiner's core set of values - from teamwork and ownership to success and joy - serve as a touchstone for what we strive to create in a workplace culture and weave through everything we do as a company. We believe that by building a team of brilliant, inspired people, we can truly accomplish amazing things together. We are committed to providing an inclusive and equitable workplace where everyone feels accepted, valued, and understood.

Our strong commitment to a positive workplace has earned us the recognition of a 2021 Top Place to Work by the Boston Globe and a 2022 Top Workplace USA by Energage.

Benefits + Perks

At CallMiner, we believe having a work-life balance is key to being able to deliver your best every day. We strive to offer a well-rounded and generous benefits package designed to provide the coverage options and flexibility to meet both individual and family needs. This includes quality medical, dental and vision benefits, life and disability insurance, reimbursement programs for both fitness and tuition, 401k matching, generous PTO including an annual volunteer day, paid maternity and parental leave, commuter benefits and more.

We are an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, ancestry, disability, sexual orientation, marital status, veteran status, gender identity, or any other characteristic protected by applicable federal, state or local laws.