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Technical Project Manager

Company: CallMiner
Location: Fort Myers
Posted on: May 3, 2021

Job Description:

Does Artificial Intelligence excite you? It excites us! CallMiner's award-winning software empowers organizations to extract intelligence from customer interactions, including calls, chat, and social platforms in order to provide our customers with actionable steps to improve all aspects of their business. With a cutting-edge product, we are proud to have been named a leader in the industry by Forrester.

In order to meet our mission of being the best in our industry, we hire only the best people and challenge them every day. CallMiner team members are passionate about delivering innovative technology solutions and industry-leading customer success. Among other things, Joy is one of our core values and we strive to ensure our employees find happiness and satisfaction in their work every day.

CallMiner is growing rapidly and expanding into new verticals and countries. To hear more about what it's like to work at CallMiner, watch our video at Careers.CallMiner.com

Position Summary:

CallMiner is looking for a Technical Project Manager and strong leader to join our Project Management Office (PMO). This is a hands-on and customer-facing project management role with opportunities to grow into a team leadership role. Based in our Fort Myers office (and initially remote), 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, configuration, implementation and transition to Operations. This is an exciting opportunity to work in a team-oriented environment, to provide hands-on project management, to support administrative and reporting activities and to help develop more scalable and repeatable processes.

Primary responsibilities include:

  • Working closely with internal team members, with existing customers, and with prospects to clearly document professional service requests and to drive solution design activities.
  • Managing multiple projects with a high number of customer interactions.
  • Interpreting and transforming customer requirements into project plans.
  • Tracking projects and tasks through an internal ticketing system while working closely with technical resources to deliver contracted services.
  • Monitoring and maintaining key project dates and financial values within the ticketing system.
  • Accurately logging work and providing concise project status updates in alignment with Project Management Office (PMO) standards.
  • Providing meeting agendas, facilitating meetings and clearly communicating outcomes and action items.
  • Setting and managing expectations with project stakeholders and deescalating situations that arise.
  • Proactively managing changes in project scope, identifying risks and assisting in devising contingency plans.
  • Maintaining accountability to drive assigned projects to successful completion.
  • Leveraging product-based training to guide and educate customers on system configuration through the product's user interface.
  • Completing internal solution certification and assisting customers in user acceptance testing.
  • Leveraging and continually improving the PMO's processes and corresponding templates to effectively communicate to internal and external project stakeholders.

Requirements:

  • An Associate's or Bachelor's Degree in technical or business discipline or equivalent work experience.
  • Minimum of 5 years in a hands-on project management role with 3 years in a technical environment.
  • Has experience managing diverse technical projects, including software implementations on premise and in a hosted environment, and possesses familiarity with telephony and network infrastructure.
  • Is proficient at managing projects of medium to high complexity, including product implementation in early stage of the product maturity life cycle.
  • Is assertive and possesses effective communication and mediation skills.
  • Demonstrates the ability to positively influence business decisions and direction and can negotiate priorities and committed dates.
  • Exercises good judgment in orchestrating activities, in assessing priorities and in making decisions.
  • Is adept at handling escalations, professionally solving conflicts and driving situations to resolution.
  • Has experience interfacing with customers at all levels and driving customer meetings.
  • Exhibits confidence to work under pressure, to communicate effectively and to drive team members to committed dates.
  • Has experience as part of a cohesive team in which technical resources are shared across multiple projects.
  • Possesses the ability to scope a comprehensive technical solution and to clearly and concisely put technical requirements and implementation details into a customer-facing document.
  • Demonstrates attention to detail in documenting effort estimates, technical requirements, and project dates.
  • Demonstrates ability to quickly understand new products, features and functionality.
  • Is proficient in applying project management discipline and structure within an evolving organization while adapting to customers' specific needs.

Preferred Skills:

  • Prior experience with a software company that continually delivers new products and features.
  • Relevant industry or product experience desired (speech or text analytics/technology, contact center, telephony background, enterprise SaaS software, on-premise software installations).
  • Proficiency with project management software (such as Microsoft Project or Smartsheet).
  • JIRA/Confluence experience.
  • A Bachelor's degree.
  • PMP Certification.
  • 2+ years' supervisory experience with success in mentoring, coaching and leading a team.

Location:

  • Ideally candidate will sit in our Fort Myers FL office, but open to remote within the US

Check us out on Twitter | LinkedIn | Instagram

Keywords: CallMiner, Fort Myers , Technical Project Manager, Other , Fort Myers, Florida

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