Senior Project Manager

About Us: Kapture Cx is 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 helpdesk designed to meet the needs of any industry. At Kapture, we believe that daily customer operations should be made simple and efficient to meet up with all the endless demands of customers.

Kapture is the preferred choice of leading brands including Nykaa, Meesho, Bigbasket, Unilever, Zepto, Ajio, Netmeds, Jio, Prestige and many others to build a world-class customer support ecosystem. Kapture Cx is headquartered in Bangalore and we have offices in Mumbai, Delhi/NCR and Florida. Our channel Partner network spans across 12 countries and powers 500+ businesses globally to automate their sales and support.

Position Overview:

We are seeking a highly skilled and experienced Senior Project Manager / Senior Implementation Manager to lead and oversee the successful implementation of our SaaS CRM solution for our B2B customers. As a Senior Project Manager, you will be responsible for managing all aspects of the implementation process, including team handling and people management, to ensure projects are delivered on time, within budget, and to the highest level of customer satisfaction.

Key Skills:
• 7+ years of experience in an IT services / Software product company with B2B SAAS implementation.
• Strong project management skills with a proven track record of successfully managing complex software implementation projects, preferably in the SaaS CRM domain.
• Excellent leadership abilities to effectively manage and motivate cross-functional teams throughout the implementation lifecycle, including team handling and people management experience.
• In-depth knowledge and understanding of B2B customer needs and challenges related to CRM systems.
• Proficient in utilizing project management tools and methodologies to plan, track, and report on project progress.
• Exceptional communication and interpersonal skills to collaborate with customers, stakeholders, and internal teams, ensuring clear and consistent communication throughout the implementation process.
• Analytical and problem-solving skills to identify and address project risks and issues in a proactive manner.
• Strong customer focus with the ability to build strong relationships, understand customer requirements, and deliver solutions that meet customer expectations.

Key Responsibilities:
• Lead and manage end-to-end implementation projects of our SaaS CRM solution for B2B customers, ensuring successful delivery within scope, schedule, and budget.
• Build and manage a high-performing implementation team, providing guidance, support, and mentorship to team members, and fostering a collaborative and productive work environment.
• Collaborate with sales and pre-sales teams to understand customer requirements and create project implementation plans that align with customer expectations and business objectives.
• Develop and maintain project schedules, work breakdown structures, and resource allocation plans to effectively manage project timelines and resources, including team members' workloads and assignments.
• Define project deliverables, milestones, and success criteria, and monitor progress against these throughout the implementation process.
• Manage project risks and issues, proactively identifying potential obstacles and implementing mitigation strategies to ensure successful project outcomes.
• Coordinate and communicate with cross-functional teams, including development, testing, quality assurance, and customer support, to ensure seamless integration and alignment during the implementation process.
• Conduct regular project status meetings, providing updates to stakeholders and customers on project progress, risks, and issues.
• Ensure a high level of customer satisfaction by managing customer expectations, addressing concerns, and providing timely and effective solutions.
• Contribute to the continuous improvement of implementation processes, tools, and methodologies, identifying opportunities to enhance efficiency and effectiveness