Senior Implementation Project Manager

Convin · India

Job Title: Senior Project Manager – Implementation Team

Location: Bengaluru | Full-time | Work From Office

Department: Implementation Team

About Convin

Convin 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 Overview

As 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 Responsibilities

Project 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.

Client & Stakeholder Management

• 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.

Team Management & Leadership

• 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.

SaaS Implementation & Technical Coordination

• 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.

Risk, Issue & Escalation Management

• 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.

Process & Operational Excellence

• 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.

Reporting & Metrics

• 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.

Cross-functional Collaboration

• 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.

Key Qualifications & Skills

Must-Have

• 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 .

Good to Have

• 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.

What We’re Looking For

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.