Program Manager - Implementation

Job description

**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