Project Manager

Job Description: Project Manager

Location: Vadodara | Department: Customer Success | Experience: 8 - 12 Years

Position Summary

We are seeking an experienced and highly organized Project Manager to lead and

standardize the end-to-end onboarding process for new customers, particularly large

enterprise accounts.

This role is critical to ensuring smooth customer implementation, reducing onboarding

delays, improving customer satisfaction, and eliminating revenue leakage caused by

inconsistent project execution.

The ideal candidate will have a strong background in managing customer-facing projects

within a software product company, working directly with clients, internal delivery teams,

and cross-functional stakeholders to drive successful onboarding outcomes.

Key Responsibilities

Customer Onboarding Project Leadership

• Own and manage the complete onboarding lifecycle for new customers from

contract handoff through go live.

• Develop detailed project plans, timelines, milestones, deliverables, and risk

mitigation strategies.

• Ensure onboarding projects are delivered on time, within scope, and aligned with

customer expectations.

• Create repeatable onboarding frameworks to replace ad hoc implementation

approaches.

Client & Stakeholder Management

• Serve as the primary project contact for customers during onboarding.

• Build strong working relationships with customer stakeholders.

• Lead project kick-off meetings, status reviews, escalation calls, and executive

updates.

• Manage expectations proactively and ensure transparent communication

throughout implementation.

Cross-Functional Coordination

• Collaborate with Sales, Customer Success, Product Management, Development,

Support, Training, and Finance teams.

• Coordinate internal resources to ensure smooth delivery of implementation tasks.

• Remove blockers and resolve dependencies across departments.

Process Improvement & Governance

• Standardize onboarding methodologies, templates, governance models, and best

practices.

• Identify bottlenecks causing delays or revenue leakage.

• Implement scalable processes for enterprise customer onboarding.

• Track lessons learned and continuously improve implementation efficiency.

Risk, Issue & Revenue Management

• Identify project risks early and develop mitigation plans.

• Escalate critical issues appropriately.

• Ensure timely completion of onboarding milestones tied to billing and revenue

recognition.

• Minimize implementation delays that impact customer satisfaction or cash flow.

Reporting & Performance Tracking

• Monitor onboarding KPIs such as:

o Time to go-live

o Project milestone adherence

o Customer satisfaction

o Escalation rates

o Revenue realization timelines

• Provide regular project reporting to leadership.

Required Qualifications

• Bachelor's degree in business, Project Management, Engineering, Information

Systems, or related field.

• PMP Certification or equivalent (Mandatory).

• 5+ years of project management experience.

• Proven experience in a software product / SaaS company.

• Strong background managing customer implementations or onboarding projects.

• Experience working directly with enterprise clients.

• Demonstrated success leading cross-functional teams.

• Excellent organizational, communication, and stakeholder management skills.

Preferred Qualifications

• Experience in customer onboarding, implementation, professional services, or

customer success functions.

• Familiarity with CRM, project management, and collaboration tools.

• Experience with change management and process optimization.

• Strong commercial awareness related to delivery timelines and revenue impact.

Why Join Us

This is a high-impact role where you will directly improve customer experience,

operational efficiency, and revenue realization. You will help transform onboarding from

an ad hoc process into a scalable, professional, and customer-centric implementation

model that supports our growth ambitions.