Professional Services Specialist

About us @Symphony

Secure. Connected. Intelligent.

Symphony is an AI-powered communication and technology company fueled by interconnected platforms: messaging, voice, directory and analytics.

Our end-to-end encrypted technologies enable over 1,400 institutions to accelerate AI impact, prioritize data security, navigate complex regulatory compliance and optimize business interactions.

Role Description:

Symphony is seeking a client-focused Professional Services Specialist to lead implementations and migrations of Cloud9, our voice trading and collaboration platform, for banks, broker-dealers, asset managers, and hedge funds.

You will manage assigned client implementations from kickoff through go-live and post-launch stabilization, serving as a key liaison between clients and internal teams. You will coordinate business and technical stakeholders to define requirements, manage delivery, validate readiness, and facilitate the transition from legacy trader voice systems to Cloud9.

Responsibilities:

Project Management & Delivery

• Lead assigned client implementations from kickoff through go-live, hypercare, and transition to ongoing support.
• Develop and maintain project plans, milestones, migration schedules, risk and issue logs, action trackers, and status reports.
• Manage project scope, dependencies, competing priorities, and delivery risks across multiple concurrent implementations.
• Facilitate project meetings, communicate progress and escalations, and drive accountability across client and internal teams.
• Contribute to standardized implementation playbooks, templates, and process improvements.

Client Engagement & Implementation

• Build relationships with client stakeholders across trading, technology and operations.
• Gather business and technical requirements, understand legacy trading workflows, and coordinate system configuration, connectivity, and integration activities.
• Partner with Sales, Product, Engineering, Support, and other teams to resolve issues and deliver successful implementations.
• Coordinate user acceptance testing (UAT), production validation, and client sign-off.

Go-Live & Client Enablement

• Develop cutover plans, readiness checklists, and contingency procedures to support successful migrations.
• Coordinate go-live execution, stakeholder communications, issue triage, and escalation management.
• Support hypercare, end-user training, floor-walking, and operational readiness to promote adoption and a smooth transition to ongoing support.
• Document lessons learned and identify opportunities to improve delivery quality and efficiency.

Required Qualifications:

• Education: Bachelor's degree or equivalent practical experience.
• Experience: 3+ years in project management, software implementation, professional services, or technical client delivery.
• Project Management: Experience managing project plans, timelines, risks, issues, dependencies, and stakeholder communications.
• Client Engagement: Strong communication, presentation, facilitation, and relationship-management skills.
• Execution: Ability to independently manage assigned projects, solve problems, and escalate risks appropriately.
• Technical Aptitude: Ability to understand enterprise software implementations, system configurations, integrations, and testing.
• Organization: Ability to manage multiple projects in a fast-paced, matrixed environment.
• Travel & Schedule: Willingness to travel to client locations and support planned migrations and production cutovers outside standard business hours as needed.

Preferred Qualifications

• Financial Services: Experience with banks, broker-dealers, asset managers, hedge funds, or other financial services organizations.
• Domain Knowledge: Familiarity with trading floor workflows, trader voice systems, or capital markets infrastructure.
• Implementation Experience: Experience with enterprise SaaS deployments, platform migrations, UAT, and production cutovers.
• Certifications: PMP, CAPM, PRINCE2, CSM, or equivalent certification.
• Tools: Familiarity with Jira, Confluence, Microsoft Project, Excel, and Salesforce.

Compensation:

• Salary Range: $95,000 - 105,000 base salary per year
• Bonus Plan

Benefits and Perks:

• Regional specific competitive benefits
• Build your own Benefits (BYOB) perk
• Local events, team building, and development opportunities 

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.