As an Implementation Engagement Manager you will be the project owner for the large and complex Implementations of ScaleUp & Grow segment Customers of Chargebee. As an IEM you will be the primary point of contact for the customer and be responsible for the successful completion of the Implementation. You will be responsible for stakeholder management (internal, customers and partners), project management (including project planning, estimations, understanding dependencies, risk planning and mitigation, governance and steering committee management, technical problem solving).
What you will be doing:
Resource planning for a Implementation Project based on the complexity of the requirements and timeline expectations of the customers
Coordinate and set-up the kick-off call with the customers
Drive the kick-off call and establish the roles and responsibilities of the team
Set expectations of the Implementation and finalize the Scope of the project
Managing the BRD workshops with customers, partners and internal stakeholders
Highlight the tolerance to unforeseen delays in the Implementation or professional services.
Drive the project using a detailed project plan (which includes an integrated multi-party plan where relevant) and relevant project management tools
Set-up and drive the regular status meetings with the customer POC
Prepare and send the weekly status reports with the health of the onboarding
Identify key focus areas and blockers that are halting the Professional Services & Implementation
Have functional knowledge of the Chargebee product and understand the technical landscape of the customer ecosystem.
Understand the technical know-how of Implementations to be able to guide / mentor the team when needed.
Escalate the issues in the Professional Services & Implementation to the customer and internal stakeholders and drive issues to closure.
Act as customer advocate in raising feature requests of the customer to the product
Review customer’s request for Data Migration and liaison with the Data Migration and Professional Services teams for customer requests.
Own the Project Plan and communicate whether the project is on track/off track with the relevant stakeholders on a weekly basis.
Own cross-functional projects to improve the efficiency of the onboarding process.
Program manage the initiatives impacting the larger Professional Services & Implementation team
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