About us

Exotel is one of Southeast Asia's largest cloud telephony companies. Our aim is to change the way enterprises look at customer communication. We build the best in class communication products that power the companies of today and tomorrow. Our technology enables customer communication for our clients such as Uber, Ola, Go-Jek, Redbus, Flipkart, Quikr, Practo,Lazada, Redmart, to name a few.

We are a young company with humble beginnings in 2011 that grew from a 3 member team to 150+ employees in 2018. Our technology has connected 85 million people, powered 1.2 billion customer calls, powered 3.2 billion voice API calls, 3.2 billion business SMS powered. Read our 2018 growth story.

Role Summary

Associate Project Manager is accountable for end-to-end ownership of customer implementation projects, from project kickoff through successful go-live and formal handover to Support.

This role requires strong cross-functional coordination, proactive risk management, and ownership of delivery outcomes while working with Sales, Product, Engineering, Support, and Customers, without direct authority over all teams.

Project Context - HDFC Bank

This role is being opened specifically for a large enterprise banking customer (HDFC Bank).
The Project Manager will be responsible for managing high-visibility, compliance-driven implementations involving multiple internal and external stakeholders.

The project requires strong governance, zero-miss delivery discipline, and mature stakeholder management, given the customer's scale and regulatory environment.

Primary Role & Responsibilities :

Project Ownership & Delivery

• Accountable for the successful implementation and deployment of deliverables for internal and external customers

• Own overall project management for medium to large and complex customer engagements

• Plan, track, and manage scope, timelines, dependencies, and milestones across the project lifecycle

• Assume end-to-end delivery ownership until formal project closure and support handover.

Stakeholder & Customer Management

• Work closely with internal stakeholders (Sales, Product, Engineering, Support) to meet delivery commitments

• Act as the single point of contact for customers during implementation

• Provide regular project status updates, risks, and escalations to management and stakeholders

• Maintain and enhance customer relationships through professional, clear, and proactive communication

Risk, Issue & Escalation Management

• Identify, track, and mitigate project risks and issues across all phases

• Drive timely issue resolution, managing conflict appropriately when required

• Demonstrate judgment on when to resolve independently vs escalate

• Ensure risks related to infra, telephony, integrations, or customer readiness are addressed proactively

Solution & Technical Alignment

• Provide input to project estimates, solution design, and implementation approach

• Collaborate with Product and Engineering to align business use cases with platform capabilities

• Ensure delivered solutions are installed, tested, and validated before go-live

Documentation & Governance

• Independently create and maintain project documentation, including:

• Project plans & timelines

• Scope and assumptions documents

• Process flows & architecture diagrams

• Risk & issue logs

• Go-live and handover documents

• Ensure complete documentation and KT during handover to Support / TAM teams

Team & Process Contribution

• Mentor junior team members and contribute to delivery best practices

• Undertake additional responsibilities that support delivery excellence and process maturity.

Role Boundaries

• This role does not own post-go-live support operations

• Account health, renewals, and ongoing technical support are owned by Support / TAM teams

• Project Manager ownership concludes after successful go-live and stabilization handover

Technical Skills

• Working knowledge of Linux environments, telephony technologies, and networking fundamentals

• Understanding of CRM integrations, APIs, and third-party system dependencies

• Ability to translate business requirements into delivery plans

• Experience or exposure to banking / BFSI / regulated enterprise customer

• Experience participating in customer requirements and change discussions

• Understanding of InfoSec reviews, security questionnaires, and audit-driven sign-offs

General & Soft Skills

• Strong time management, communication, and stakeholder management skills

• Ability to work independently with high ownership

• Clear documentation and structured communication approach

• Ability to influence without authority in a matrix environment

Experience & Eligibility

• 4-7 years of overall experience

• Minimum 2-3 years in delivery, implementation, support, or solution roles within SaaS / Contact Center domain

• Demonstrated history of owning outcomes, not just coordinating tasks

Success Criteria

• Independently manage customer implementation projects

• Deliver projects on time with minimal escalations

• Establish strong working relationships across internal teams

• Ensure clean documentation and smooth handover to Support