Implementation Engagement Manager

About Chargebee:

Chargebee is a subscription billing and revenue management platform powering some of the fastest-growing brands around the world today, including Calendly, Hopin, Pret-a-Manger, Freshworks, Okta, Study.com, and others. Thousands of SaaS and subscription-first businesses process over billions of dollars in revenue every year through the Chargebee platform.

Headquartered in San Francisco, USA, our 500+ team members work remotely throughout the world, including India, the Netherlands, Paris, Spain, Australia, and the USA.

Chargebee has raised over $480 million in capital and is funded by Accel, Sequoia, Tiger Global, Insight Partners, Steadview Capital, and Sapphire Ventures. And we’re on a mission to push the boundaries of subscription revenue operations. Not just ours, but every customer and prospective business on a recurring revenue model.

Job Summary:

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).

Roles and Responsibilities:

• 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 relevant 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 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 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

Must Have:

• 4+years of project / program management experience
• Collaborate across teams such as Partners, Engineering, QA, Sales, Presales, Product, Billing, Revenue recognition, and support teams by creating alignment. Manage stakeholder needs and expectations
• Strong project planning experience for facilitating consistency of performance across team members in terms of driving customer engagements, sign-ups for onboarding and ensure smooth product adoption.

Nice to have:

• A track record of managing complex processes/projects
• Should be entrepreneurial: self-starter, a go-getter, and should be comfortable with ambiguity
• Ability to thrive in dynamic conditions, passion for learning and for pushing new concepts, products, and services

Benefits:

Want to know what it means to work for a company that genuinely cares about you? Check out just a few of the benefits we give our employees:

• Uncapped Leave Policy, Parental leave
• Accident, Life and medical insurance
• Employee assistance program for mental wellness
• Work from home allowance
• Gratuity
• ESOPS from day 1

We are Globally Local
With a diverse team across four continents, and customers in over 60 countries, you get to work closely with a global perspective right from your own neighbourhood.
 
We value Curiosity
We believe the next great idea might just be around the corner. Perhaps it’s that random thought you had ten minutes ago. We believe in creating an ecosystem that fosters a desire to seek out hard questions, and then figure out answers to them.
 
Customer! Customer! Customer!
Everything we do is driven towards enabling our customers’ growth. This means no matter what you do, you will always be adding real value to a real business problem. It’s a lot of responsibility