Program Implementation Manager

Job description

Chargebee is the leading Revenue Growth Management (RGM) platform for subscription businesses.

Thousands of companies at every stage of development — from startups to enterprises — use Chargebee to unlock revenue growth, experiment with new offerings and monetization models, and maintain global compliance as they scale.

Chargebee counts businesses like Freshworks, Calendly, and Study.com amongst its global customer base and is proud to have been named a Leader in Subscription Management by G2 for five consecutive years, as well as a Great Place to Work in both the United States and India.

We are backed by some of the most respected investors in the world; Accel, Tiger Global, Insight Partners, Steadview Capital, and Sapphire Venture, who believe in the magic of subscriptions and the world that they can create — from cars to coffee pods and everything in between.

With headquarters in San Francisco and Amsterdam,our 1000+ team members work remotely throughout the world, including in India, Europe and the US.

About the Role

As an Implementation Engagement Manager (IEM), you will be the owner for the technical engagement success for our mid-market and large enterprise customer segment.

As a IEM you will be the primary point of contact for all technical things related to a given project.

You will be responsible for a portfolio of projects.

You are the leader that owns the overall success of the project(s) where you are the project owner.

In the large enterprise segment you may team with a Large Enterprise Program Manager for overall engagement success.

You will be responsible for stakeholder management (internal cross functional teams, customers, and partners), and project management (including project planning, estimations, identifying dependencies, risk management and mitigation, project governance ,drive steering committee meetings, and technical problem solving).

The project team will consist of the following Chargebee roles Implementation Architect (IA), Implementation Consultant (IC) and other technical specialist roles within our PS organization such as Data Migration specialist, Integration Specialist and Custom Engineering Specialists.

In addition to the ‘post-sale’ delivery of PS Projects, you may also participate in select opportunities in the pre-sales stage.

Your role in pre-sales will be to work with an IA on opportunity scoping, effort estimate, SOW creation and Level of Effort (LOE).

In this pre-sales activity, you may also be called upon to help sell the value of the PS engagement to the customer.

End to End Project Ownership and Stakeholder Management (Mid-Market):

• Manage various stakeholders by fostering relationships with internal cross functional teams, customers, and partners.
  
  
• Drive project management aspects such as project planning & kick off, effort estimations, identifying dependencies, risk management, project governance and drive steering committee meetings
• Define RACI matrix for project teams - both CB & customer
• Administer requirements/design workshop with customers, partners, and internal stakeholders.
  
  
• Identify risk to project (economic, timeline and solution fitment) and engage stakeholders in risk mitigation solutions.
  
  
• Manage successfully through project escalation(s), mobilize Chargebee mgt for support as necessary.
  
  
• Understand customer sentiment and steer the engagement team & methods to address any sentiment issues.
  
  Lead the overall project team to a successful project completion with high customer satisfaction.
  
  
• Ability to add value throughout the sales cycle by engaging with potential customers, in partnership with the sales team, to communicate the value of our service offerings
• Identify expansion and upsell opportunities and demonstrate an ability to sell additional services
• An ability to occasionally travel to facilitate in person meetings and meet with customers (no more than 25% travel)
• Experience working with matrixed and cross-functional teams

Technical Level Project Ownership (Mid-Market & Large Enterprise):

Whether you are teaming with a Large Enterprise Program Manager for our largest and most complex projects or owning a project outside of this ‘top tier’ segment, you will own all technical execution aspects across the project lifecycle.

While you will work closely with Chargebee Technical SMEs, you will be responsible for understanding how all the technical details fit together, are sequenced and executed successfully across the project.

You will be responsible for planning and tracking the technical tasks on a project.

These task areas include the following:

• Design/configuration of Chargebee Billing and RevRec
• Product catalog, pricing variants, discounting, Ramp, UBB, etc
• Taxes, fees
• User interfaces for self-service GTM models
• CRM integrations and workflows for B2B/Sales Led GTM models
• Checkout process and customer portal integrations
• Payment gateways
• Other integrations
• Accounting systems
• Custom integrations
• Data Lake/BI systems’
• Data migration of historical customers
• E2E testing regiments
• Go-Live and cut over planning

Resource and Project Management:

• Onboard resources for project execution based on complexity to meet timeline expectations.
  
  
• Prepare a detailed project plan including an integrated multi-party plan where relevant, in Chargebee recommended project management tools.
  
  
• Define Statement of Work (SOW’s) to finalize the scope of the project and have it approved with customers before project kick off.
  
  
• Exhibit strong negotiation skills to handle difficult conversations around scope creep, effort & schedule overrun against SOW.
  
  
• Manage project scope and project changes through a formal governance and change order process
• Hands on with project related artifacts - Kick off deck, SOW creation, integrated project plan, RACI matrix, weekly status reports, executive summary preparation, risk management, migration strategy & execution.
  
  
• Ensure data discipline is maintained throughout the project execution by capturing updates against the project plan
• Timely updates to critical project measures to aid accurate monthly forecast metrics.
  
  
• Conduct weekly status meetings with customer Project leads to review the project progress
• Act as a customer advocate back into Chargebee

P&L Management

• Arrive at project sizing - effort & cost required to complete the implementation.
  
  
• Coordinate with the sales team on Implementation fee proposals.
  
  
• Ensure budgeted vs actual hrs are tracked on weekly basis through CB recommended project management tool.
  
  
• Manage resource loading & approve timesheets to ensure the time booked falls within budgeted hours.
  
  
• Track effort & cost variance against the budgets.
  
  
• Identify reasons for efforts & cost variance and process change orders to recover costs.
  
  
• Oversee P&L management for assigned projects and steer towards profitability.
  
  
• Manage the project within the allocated hours, and in case of deviations identify areas to control effort leakage or consider monetization in agreement with customer

Program management - COE activities

• Identify process improvement areas and provide recommendations to mature IEM function.
  
  
• Document case studies - project success stories & failures thereby contributing to knowledgement management repository.
  
  

Key Skill Requirements

• Outstanding communication skills: written and verbal
• Experience in leading large complex projects
• Present a professional demeanor.
  
  Professionalism in appearance, interaction and communication.
  
  
• Project Planning and Management
• Client Relationship Management.
  
  
• Navigate the project challenges and unforeseen requirements throughout the project.
  
  
• Leadership skills.
  
  Leading internal and external team members.
  
  

Required Skill Profession

Operations Specialties Managers