Principal / Enterprise SaaS Project Manager

Company Description

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies - from startups to public companies - that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM).

Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services.

Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship.

Job Description

• Job location: London - hybrid working
• Please note that we are not able to provide a visa sponsorship for this role

We are seeking a highly skilled and experienced Principal / Enterprise IT Project Manager to join our Customer Engagement Team within SaaS Professional Services business unit. The ideal candidate will have a proven track record of successfully managing complex enterprise-level projects within the SaaS industry. As an IT Project Manager, you will be responsible for overseeing the end-to-end delivery of our SaaS solutions to enterprise clients in Europe, ensuring projects are completed on time, within budget, and to the highest quality standards.

Key Responsibilities:

Project Planning & Execution:

• Create and manage detailed project plans with clear timelines and resource allocation.
• Lead cross-functional teams to keep projects on track.
• Anticipate risks and issues, addressing them proactively to ensure smooth project delivery.

Stakeholder Management:

• Be the primary contact for clients, building strong, lasting relationships.
• Keep all stakeholders informed with clear, timely updates and ensure alignment on project goals.

Quality Assurance:

• Uphold best practices to ensure top-quality SaaS solutions.
• Regularly review deliverables, making sure they meet client standards and seeking ways to improve processes.

Change Management:

• Handle changes in project scope, schedule, or resources with minimal disruption.
• Assess the impact of change requests and communicate effectively to ensure smooth transitions.

Qualifications

Mandatory requirements: 

• Minimum 8 years of experience in managing SaaS implementation projects within a professional services environment for large customers

• Project management experience with CX/CRM/ITSM solutions

• Experience in managing multiple projects at the same time

• Fluent in English (business level). German or French is an additional plus.

Other requirements:

• Bachelor’s degree in Business Administration, Computer Science, Engineering, or a related field. An advanced degree or certifications like PMP/PRINCE2 are preferred.

• Hands-on expertise in project planning, execution, risk management, task prioritization, and quality assurance.

• Excellent verbal and written communication skills with the ability to interact effectively with stakeholders at all levels.

• Proven ability to lead cross-functional teams and drive project success collaboratively.

• Strong understanding of SaaS technologies, deployment methods, and industry best practices.

• Experience with project management tools such as Jira, Asana, or Microsoft Project.

• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.

• Experience in organizing workshops for prioritizing project goals and managing change is an advantage.

Additional Information

These are benefits you can expect from us in return:

• Private Medical Insurance

• Medical Cash Plan

• Employer Pension - Freshworks contributes up to 6%

• Life Assurance

• Income Protection

• Learning - reimburse 65% of your class costs (after completion), up to €1,000/year

• Gym Reimbursement - £30/month

• Cycle to Work Scheme

• Discounted Tax Support Services

• Employee Assistance Program

• Feedr - weekly lunch budget of £37

• Hybrid working - 3 times per week in our office (Tuesday, Wednesday, Thursday). Office location: 79 Hatton Garden,
  London, EC1N 8JS

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At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.