Program Manager - Implementation

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

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