Group Company: LeadSquared (MarketXpander Services Pvt. Ltd.)
Designation: Project / Program Manager — CRM Implementation
Office Location: Mumbai, India
Position description: Own end-to-end delivery of large-scale CRM implementation projects, serving as the single point of accountability for scoping, planning, execution, stakeholder management, and go-live across complex, multi-stakeholder programmes for enterprise and mid-market clients across multiple industries.
Primary Responsibilities
- Own the full project lifecycle — contract signature to hypercare — for CRM implementation projects
- Define project scope, WBS, milestones, resource plans, and risk registers in alignment with contract deliverables
- Drive weekly/monthly governance reviews with clients, integrators, and internal cross-functional teams
- Manage dependencies across implementation, product, integrations, infra, and compliance workstreams
- Ensure on-time, on-scope go-lives with validated client sign-offs
- Serve as primary relationship owner with senior client stakeholders (CXO/VP/Director level), system integrators, and vendor partners
- Navigate complex procurement cycles, change management, and stakeholder alignment within large organisations
- Represent LeadSquared in steering committee meetings, MIS reviews, and vendor coordination meetings
Additional Responsibilities
- Maintain a live risk and issue log; drive mitigation actions with clear owners and timelines
- Ensure project documentation, change requests, and SLA adherence meet contractual and audit requirements
- Co-ordinate with legal, finance, and compliance teams for invoicing milestones, contract amendments, and GFR/tender compliance
- Work with product, engineering, and customer success teams to prioritise client-specific CRM requirements
- Provide accurate project status, revenue recognition forecasts, and risk flags to leadership weekly
- Build and maintain project artefacts — SOW trackers, RACI matrices, Gantt charts, MOM registers, escalation logs
- Mentor junior project coordinators and contribute to internal delivery playbooks
Reporting Team
- Reporting Department: Delivery / Program Management
Required Certification/s: PMP, PRINCE2, or equivalent (Nice to Have)
Required Work Experience
- Industry: CRM / SaaS; preferred verticals — Ed-tech, Health-tech, Financial Services
- Role: Project / Program Manager — CRM or enterprise SaaS implementation
- Years of experience: 7+ years overall; 3–4 years minimum on CRM/enterprise SaaS implementation projects
Key Performance Indicators: On-time and on-scope go-lives; SLA adherence; UAT sign-offs and milestone acceptance; revenue recognition forecast accuracy; stakeholder satisfaction at CXO/VP level
Required Competencies
- Client Stakeholder Management (Expert — CXO/Director-level engagement)
- Programme Planning & WBS (Expert — MS Project / Smartsheet / Jira)
- Risk & Issue Management (Advanced — proactive, structured escalation)
- Contract & SLA Compliance (Advanced — milestone billing, change control)
- Cross-functional Coordination (Advanced — product, tech, legal, finance)
- Reporting & MIS (Advanced — SteerCo decks, exec dashboards)
- Team Leadership / Mentoring (Intermediate)
Required Knowledge
- Enterprise procurement and contracting processes (RFP/RFQ, SOW management, change control)
- CRM platform implementation — LeadSquared, Salesforce, HubSpot, or equivalent
- Data security standards, cloud compliance, and enterprise IT governance frameworks (Nice to Have)
- CRM integrations involving marketing automation, telephony, ERP, and third-party APIs (Nice to Have)
Required Skills
- Proficiency with MS Project, Jira, or equivalent PM tools
- Strong documentation hygiene (SOW trackers, RACI, Gantt, MOM registers)
- SteerCo deck preparation and executive-level reporting
- Change request and SLA compliance management
Required Abilities
- Physical: Willingness to travel to client sites across Maharashtra or nationally as needed
- Other: Stable presence in Mumbai; ability to code-switch between executive stakeholder engagement and hands-on engineering coordination
Work Environment Details: Full-time, office-based in Mumbai with hybrid/WFH flexibility per company leave policy
Specific Requirements
- Travel: Yes — client sites across Maharashtra and nationally as needed
- Vehicle: Car lease benefit available for eligible bands
