Implementation Engagement Manager

Job Summary:

 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).

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.

Roles and Responsibilities:

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 service.

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
• E2E testing regiments
• Go-Live and cut over planning

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