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