Senior Implementation Manager

We are seeking a seasoned and dynamic Project Manager to lead complex implementation projects. This role demands a highly experienced individual with a strong background in project management, team leadership, and client engagement.

Key Responsibilities:

• Take full ownership of assigned projects, ensuring their successful execution from initiation to delivery.
• Act as the primary point of contact for customers, steering project discussions and managing expectations.
• Forefront the development and implementation for solutions, ensuring alignment with client requirements and business objectives.
• Maintain a project tracker (JIRA, G-sheet, Cogniz, Asana) for each of the projects and proactively escalate for leadership intervention.

• Lead, mentor, and manage a team of project managers, liaison with developers, QA, and other stakeholders involved for a project delivery.
• Foster a collaborative and results-driven team environment, promoting accountability and professional growth.
• Monitor team performance and provide constructive feedback to ensure project milestones are met.
• Track team's project trackers and daily scrum meetings to ensure timely delivery.
• Ensure JIRA adherence.

• Conduct regular status meetings and act as the bridge between technical teams and business stakeholders.
• Collaborate with cross-functional teams to resolve challenges and streamline workflows.
• Maintain proactive communication with customers, addressing concerns and identifying areas for improvement.

• Develop and execute weekly and monthly business review plans with clients.
• Prepare and present project performance reports, highlighting successes, challenges, and actionable insights.
• Drive discussions to align on future goals and priorities during reviews.

• Identify project risks and implement mitigation strategies to ensure smooth delivery.
• Troubleshoot technical and operational issues, ensuring quick resolution to maintain project timelines.

• Implement industry best practices to improve project management workflows.
• Innovate processes to enhance the efficiency and effectiveness of project execution.
• Ensure adherence to SLAs and compliance standards in all project activities.

Qualifications:

• Bachelor's or Master's degree in Computer Science, Information Technology, or a related field.
• 8+ years of experience in project management, with at least 3 years in a senior/team handling role.
• Proven track record of managing and delivering multiple, high-impact technical projects on time.
• Strong team handling experience with a focus on mentoring and skill development.
• Excellent communication and interpersonal skills, with the ability to engage effectively with technical and non-technical stakeholders.
• Experience in conducting business reviews and client presentations.
• Proficiency in project management tools such as Jira, Asana, or MS Project.
• Certifications like PMP, Scrum Master, or equivalent are a plus.

About Us:

We are an Enterprise-grade SaaS-based Customer Support Automation platform that provides businesses across industries with all-in-one customer service software. It's a cloud CRM that's more than just a help desk designed to meet the needs of any industry. We have offices in several locations and our channel Partner network spans across many countries powering hundreds of businesses globally to automate their sales and support.