Project Manager II

CallMiner is looking for a Project Manager II to join our Project Management Office (PMO). This is a hands-on project management role to support medium to large scale project implementations to ensure successful value delivery. 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 orchestrates the entire project lifecycle, including pre-sale solution design and definition, project implementation, system configuration, customer enablement, transition to Support, project closure, and most importantly, value delivery. This is an exciting opportunity to provide hands-on project management and to support our global colleagues and customers toward successful implementations.

Primary Responsibilities

• Works closely with internal Sales and Customer Success team members, with existing customers, and with prospects to help facilitate the design of integration solutions.
• Engages with customers and prospects in pre-sales efforts to scope solutions and to clearly document service requests based on customer needs and product capabilities.
• Develops and delivers scoping documentation to internal and external project stakeholders.
• Demonstrates success in driving multiple projects utilizing a value-based approach with an emphasis on Speed to Value.
• Interprets and transforms customer requirements into project plans.
• Leads and drives projects and tasks through the PMO portfolio tool while working closely with Implementation Engineers on task assignments and completion.
• Monitors and maintains key project dates and financial values within the PMO portfolio tool.
• Accurately tracks and documents work and provides concise project status updates in alignment with PMO standards.
• Leverages CallMiner’s existing project process and corresponding templates to effectively communicate to internal and external project stakeholders.
• Provides meeting agendas, facilitates meetings, and clearly communicates outcomes and action items via meeting minutes and project logs.
• Sets and manages expectations with project stakeholders and escalates 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.

• A degree in project management 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.
• 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 compile requirements and implementation details clearly and concisely into a customer-facing document.
• 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.
• The confidence to work under pressure, to communicate effectively with customers and to drive customers and internal 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 required (interaction analytics, contact centers, enterprise SaaS software).
• Experience scoping integration solutions or services a plus.
• Project Management Certification a plus.
• Experience with project management software (such as Microsoft Project or Planview PPM Pro) is a plus.
• JIRA/Confluence experience is a plus.

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 2024 Top Place to Work by the Boston Globe.

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, parental leave 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.