This role is for one of our clients
Roles & Responsibilities
- Accountable and responsible for the end-to-end delivery of CRM implementation projects for multiple clients.
- Ensure business needs are clearly understood and that the implemented technology meets client requirements and expectations.
- Lead project execution and coordination efforts to ensure delivery within scope, budget, and timelines.
- Develop and maintain project documentation including BRD, SOW, project plan, and resource plan.
- Track and monitor progress of deliverables, ensuring assigned resources meet deadlines and project objectives.
- Identify, escalate, and mitigate project risks and issues to Engagement Managers or stakeholders as required.
- Conduct regular reviews for completeness, consistency, and alignment with delivery standards.
- Ensure adherence to defined processes, methodologies, and quality standards throughout the project lifecycle.
- Prepare and manage overall project schedules, milestones, estimates, and deliverables.
- Maintain strong external customer interactions with multiple clients, ensuring timely updates and follow-ups.
- Work collaboratively with cross-functional (tech and non-tech) teams to ensure successful implementation.
- Clearly articulate, document, and communicate client requirements to internal teams for smooth execution.
- Exhibit high ownership and proactive communication with clients; act as a trusted partner and solution advisor.
- Stay aligned with emerging technologies — be able to converse intelligently about AI and modern SaaS trends.
Requirements
- 5–8 years of experience managing projects for ticketing platform or CRM implementations (required).
- Bachelor's degree in Engineering (B.E./B.Tech.) — preferably in Computer Science or related field.
- Proven experience in software or CRM/ERP/Service Desk implementation in B2B/B2C SaaS or consulting/IT services environments.
- Project management certifications such as PMP, CSM, or PRINCE2 are preferred.
- Techno-functional expertise with a solid understanding of APIs, integrations, and software platforms is a strong plus.
- Hands-on experience with project and bug tracking tools like Jira.
- Strong process orientation and ability to deliver against deadlines.
- Excellent communication, relationship management, and client engagement skills.
- Strong problem-solving, planning, estimation, and documentation capabilities.
- Highly organized professional with ownership mindset, multitasking ability, and task management excellence.
- Should be able to discuss AI, automation, and digital transformation concepts confidently at a high level.
What We're Looking For
- Smart, sharp professionals with client-first mindset and strong communication skills.
- Individuals who take complete ownership and thrive in client-facing roles.
- Candidates from both B2B SaaS and consulting/IT services backgrounds are welcome.
