The Role
Own end-to-end B2B SaaS implementation projects from kickoff through go-live and handover. Manage enterprise clients, stakeholder expectations, risks, timelines, dependencies, and escalations. Lead implementation teams, coordinate with Sales, Product, Engineering, Customer Success, and Support, and ensure successful integrations and deployments. Build scalable processes, governance, reporting, SOPs, and implementation playbooks while driving quality, efficiency, and customer success.
Summary Generated by Built In
Job Title: Senior Project Manager – Implementation Team
Location: Bengaluru | Full-time | Work From Office
Department: Implementation Team
About ConvinConvin is a Conversation Intelligence platform built by IIT Delhi alumni, transforming sales, collections, and customer experience. Through proprietary AI and automation, we help enterprises analyze conversations, generate actionable insights, improve conversions, and deliver exceptional customer experiences.
We are trusted by leading brands such as Physics Wallah, SBI Life, Shaadi.com, Bajaj, Niva Bupa, and Aditya Birla Group across industries including EdTech, FinTech, HealthTech, Hospitality, Travel, and BPO.
Role OverviewAs a Senior Project Manager – Implementation, you will own the end-to-end delivery of SaaS implementation projects for enterprise customers. You will be responsible for planning and executing complex implementations, managing client stakeholders, coordinating cross-functional teams, and ensuring projects are delivered on time, within scope, and to the expected quality standards.
The role requires strong project management expertise, hands-on experience in B2B SaaS implementations, excellent stakeholder management, and the ability to lead and manage project teams. You will work closely with Sales, Product, Engineering, Customer Success, and Support teams to ensure a seamless customer onboarding and implementation experience.
Key ResponsibilitiesProject Planning & Execution- Own the end-to-end implementation lifecycle from project kickoff to go-live and handover.
- Define project scope, timelines, milestones, dependencies, and success criteria.
- Create and maintain detailed project plans and ensure timely execution.
- Manage multiple enterprise implementation projects simultaneously.
- Track project progress and ensure delivery within agreed timelines and scope.
- Act as the primary point of contact for clients throughout the implementation journey.
- Manage relationships with business and technical stakeholders across customer organizations.
- Conduct regular project reviews, status meetings, and stakeholder updates.
- Understand customer requirements and translate them into actionable implementation plans.
- Handle escalations, manage expectations, and ensure a positive client experience.
- Lead and manage a team of project managers/implementation resources.
- Allocate resources, track team performance, and ensure effective project execution.
- Mentor team members and establish best practices for project delivery.
- Drive accountability across internal teams and ensure timely resolution of dependencies.
- Build scalable processes and frameworks for the implementation team.
- Drive implementation of B2B SaaS products across enterprise customers.
- Coordinate with Product and Engineering teams for integrations, configurations, APIs, deployments, and technical requirements.
- Understand technical dependencies and proactively identify implementation blockers.
- Work with internal teams to troubleshoot issues and drive them to resolution.
- Ensure successful transition from implementation to Customer Success/Support post go-live.
- Identify project risks, dependencies, and potential delays proactively.
- Develop mitigation and contingency plans to keep projects on track.
- Own critical implementation issues and drive resolution across teams.
- Escalate risks appropriately while maintaining clear communication with stakeholders.
- Build and standardize implementation processes, SOPs, templates, and playbooks.
- Identify opportunities to improve implementation efficiency, quality, and scalability.
- Establish project governance and reporting mechanisms.
- Drive continuous improvement across the implementation lifecycle.
- Track project health, timelines, milestones, risks, and key implementation metrics.
- Prepare regular project status reports for internal and leadership stakeholders.
- Monitor implementation KPIs and identify areas requiring intervention.
- Ensure projects meet defined customer success and delivery objectives.
- Work closely with Sales, Product, Engineering, Customer Success, Support, and Operations teams.
- Ensure smooth handover from Sales to Implementation.
- Align internal stakeholders on customer requirements, timelines, and dependencies.
- Drive cross-functional collaboration to ensure successful customer go-live.
- 5–8 years of overall experience in Project Management / Program Management / Implementation.
- Strong hands-on experience in B2B SaaS implementation or enterprise software delivery.
- Proven experience managing Indian enterprise clients and customer stakeholders.
- Prior experience in team management, including leading and mentoring project/implementation teams.
- Strong experience managing end-to-end implementation projects with multiple stakeholders and dependencies.
- Excellent verbal and written communication skills.
- Strong stakeholder management and client-facing capabilities.
- Ability to manage multiple projects and priorities in a fast-paced environment.
- Strong problem-solving, analytical, and decision-making skills.
- Comfortable working full-time from the Bengaluru office.
- Experience working with BFSI clients or exposure to Banking, Financial Services, Insurance, or related domains.
- Experience managing large enterprise accounts and complex implementations.
- Exposure to AI/ML-powered SaaS, Conversation Intelligence, Contact Center, or CX platforms.
- Technical understanding of APIs, integrations, databases, cloud platforms, and software deployment.
- Experience with tools such as JIRA, Asana, Monday.com, Trello, Salesforce, HubSpot, or similar project/CRM platforms.
- Familiarity with Agile/Scrum methodologies.
- Basic understanding of SQL, scripting, or data analytics for troubleshooting and project execution.
We’re looking for someone who can own projects end-to-end, confidently manage enterprise customers, lead internal teams, and ensure implementations move from kickoff to go-live without losing momentum.
The ideal candidate is a strong communicator, structured project manager, hands-on problem solver, and people leader who can operate effectively in a fast-paced B2B SaaS environment.
Skills Required
- 5–8 years of overall experience in project management, program management, or implementation
- Hands-on experience in B2B SaaS implementation or enterprise software delivery
- Experience managing Indian enterprise clients and customer stakeholders
- Team management experience, including leading and mentoring project or implementation teams
- Experience managing end-to-end implementation projects with multiple stakeholders and dependencies
- Excellent verbal and written communication skills
- Strong stakeholder management and client-facing capabilities
- Ability to manage multiple projects and priorities in a fast-paced environment
- Strong problem-solving, analytical, and decision-making skills
- Ability to work full-time from the Bengaluru office
- Experience working with BFSI clients or related domains
- Experience managing large enterprise accounts and complex implementations
- Exposure to AI/ML-powered SaaS, Conversation Intelligence, Contact Center, or CX platforms
- Technical understanding of APIs, integrations, databases, cloud platforms, and software deployment
- Experience with Jira, Asana, Monday.com, Trello, Salesforce, HubSpot, or similar platforms
- Familiarity with Agile/Scrum methodologies
- Basic understanding of SQL, scripting, or data analytics
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The Company
What We Do
Convin is a Contact Center software that leverages AI to improve customer interactions. By utilizing conversation intelligence, companies with high volume calls can automate 100% call QA, uncover business-driving behaviors & actions, and auto-create personalized coaching instances. Moreover, we aim to eliminate human dependency and proactively address all call center challenges. Convin is a Bengaluru-based company founded by four IIT Delhi alumni distressed by the lack of use of client conversation data. Our company has since helped global companies across verticals improve contact center processes with its platform capabilities. We recently secured seed funding led by Kalaari Capitals and backed by several renowned investors. For more information, visit www.convin.ai.
