Mergen Partners Private Limited | Project Manager
5 days ago
We’re Hiring: Project Manager / Delivery Lead - Fusion HCM SAAS
Location: Remote/Flexible
About Us:
At Mergen Partners Private Limited, we help innovative companies find top talent to drive their success. We're seeking a skilled Project Manager / Delivery Lead to join our client's team and manage customer support operations, delivery deadlines, and client relationships in the Oracle Fusion HCM SAAS space.
Role Overview
As a Project Manager / Delivery Lead, you’ll be the driving force behind the day-to-day operations of Fusion HCM SAAS support. You’ll manage client relationships, handle escalations, oversee resource allocation, and ensure customer satisfaction. Your role is pivotal in ensuring smooth delivery and growth for our clients, driving innovation, and maintaining high service standards.
Key Responsibilities:
- Day-to-Day Support Operations: Oversee Fusion HCM SAAS customer support, ensuring seamless operations and prompt issue resolution.
- Client Communication: Lead weekly, monthly, and quarterly business review (QBR) calls with clients to assess project progress, gather feedback, and ensure satisfaction.
- Escalation Management: Handle and resolve customer escalations swiftly, ensuring effective communication and problem-solving.
- Resource & Productivity Management: Manage resource allocation, monitor productivity, and guide resource skill development to align with project requirements.
- Deadline & SLA Management: Ensure that project milestones are met on time, and delivery deadlines are adhered to, while keeping SLAs intact.
- Customer Satisfaction: Maintain customer satisfaction levels of above 9/10 by delivering exceptional service and addressing concerns proactively.
- Revenue Growth: Focus on client retention, renewals, and upsell opportunities to foster long-term partnerships.
- Innovation & Redwood Adoption: Drive innovation initiatives and encourage the adoption of new tools and technologies, including Redwood, to enhance delivery processes.
What You’ll Bring:
- Fusion HCM Knowledge: Strong understanding of Fusion HCM applications, with the ability to manage complex support operations and guide clients through the platform.
- Project Management Expertise: Proven experience managing customer support operations, delivery timelines, and cross-functional teams in a SAAS environment.
- Client Relationship Skills: Strong communication skills with a track record of managing client expectations, conducting successful QBRs, and resolving escalations.
- Resource & Productivity Management: Ability to efficiently allocate resources, optimize productivity, and develop skills for the team.
- Results-Oriented: Focused on meeting delivery deadlines, SLAs, and achieving high customer satisfaction ratings.
- Revenue Focus: Experience in driving renewals, retention, and upsell opportunities.
- Innovative Mindset: A forward-thinking approach to innovation, especially regarding Redwood adoption and process improvements.
Why This Role is Perfect for You:
- Lead High-Impact Projects: Manage client relationships and oversee key project deliveries that impact businesses globally.
- Flexibility: Enjoy a remote-first role with flexible working hours to suit different time zones.
- Growth & Development: Advance your career while working with cross-functional teams on complex and dynamic Fusion HCM projects.
- Dynamic Environment: Engage with diverse clients, facing new challenges and driving positive change in the Fusion HCM ecosystem.
Ready to Make an Impact?
If you have a passion for project management and Fusion HCM, we want to hear from you. Join our team to help drive successful outcomes for customers and foster long-lasting business relationships.
Apply Now
Let’s achieve excellence together
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