ABOUT MY CLIENT

My Client is a rapidly scaling global SaaS organization specializing in AI-powered customer experience management, omnichannel automation, and enterprise-grade CX transformation.

The company serves large enterprises across BFSI, Ecommerce, Telecom, Retail, Logistics, Internet Platforms and operates across India, US, Middle East, and Southeast Asia.

ABOUT THE ROLE

1. Role: Technical Project Manager - Enterprise SaaS (IC Role)

2. Location: Bangalore (On Site)

3. Experience: 4-7 Years (Enterprise SaaS/CRM Implementations)

4. Industry: AI-Powered Omnichannel CRM / Customer Experience SaaS

5. Function: Project Management / Client Delivery / Implementation

6. Role Type: Individual Contributor (IC)

My Client is hiring a Technical Project Manager (IC role) for a fast-growing Enterprise B2B SaaS organization that operates in the Omnichannel, AI-driven Customer Experience & CRM space.

In this role, you will own end-to-end delivery of complex CRM implementations for large enterprises across multiple industries. You will work directly with client CX leaders, product teams, and engineering to deliver scalable, automation-driven solutions built on a modern AI-powered platform.

This is a high-ownership, client-facing role ideal for professionals who thrive at the intersection of technology, project management, integrations, and SaaS delivery.

KEY RESONSIBILITIES:

1. Project Ownership & Delivery:

- Lead end-to-end delivery of CRM/platform implementation projects for enterprise clients.

- Drive scope, timelines, budgeting, documentation, and project governance.

- Act as the Single Point of Contact (SPOC) for internal and external stakeholders.

2. Functional & Technical Requirements:

- Conduct requirement discovery sessions and convert business needs into BRDs, SOWs, user stories, and acceptance criteria.

- Collaborate with engineering to finalize solution feasibility and implementation plans.

3. Integrations & Technical Coordination:

- Work hands-on with APIs, data mapping, system workflows, and omnichannel configurations.

- Coordinate third-party integrations (WhatsApp, Email, Voice, ERP/CRM, ticketing, automation tools).

- Troubleshoot integration issues alongside technical teams.

4. Stakeholder & Client Management:

- Manage client communications, status updates, risks, and escalations.

- Build trusted relationships and ensure client's expectations are aligned and delivered.

5. Quality, UAT & Go-Live:

- Define UAT plans, validate functionalities, manage issue logs, and ensure smooth go-live.

- Prepare configuration guides, workflow docs, release notes, and transition plans.

6. AI, Automation & Product Understanding:

- Communicate platform capabilities across AI workflows, automation, omnichannel routing, ticketing, dashboards, and analytics.

- Recommend solutions that improve efficiency, reduce ticket volumes, and scale CX operations.

WHO SHOULD APPLY?

1. Professionals with 4-7 years of experience in CRM / SaaS / Ticketing / Service Desk implementation.

2. Strong techno-functional profile with hands-on exposure to APIs, integrations, workflows, and data mapping.

3. Experience in enterprise client engagements, stakeholder management, and project governance.

4. Ability to operate independently in an individual contributor role with high ownership.

5. Solid exposure to tools such as Jira, Confluence, project trackers, and documentation tools.

6. Certification in PMP / CSM / PRINCE2 is preferred.

WHY THE ROLE IS ATTRACTIVE:

1. Work with a globally expanding, AI-led SaaS platform used by Fortune 500 & enterprise clients.

2. High-ownership IC role - direct visibility with CX heads, product teams, and leadership.

3. Opportunity to lead multi-channel, AI-powered, automation-first CX transformation projects.

If you aspire to contribute to a fast-scaling global SaaS ecosystem and are ready to lead transformative enterprise projects, i welcome your application.

Nimish Khare
Client Engagement Partner
Fyndbridge Consultants & Advisors- New Delhi
9971997967