Project Manager

Company Overview

Kapture Cx is an Enterprise-grade SaaS-based Customer Support Automation platform that provides businesses across industries with all-in-one customer service software. It's a cloud CRM that’s more than just a help desk designed to meet the needs of any industry. At Kapture, we believe that daily customer operations should be made simple and efficient to meet all the endless demands of customers. Kapture is the preferred choice of leading brands, including Nykaa, Meesho, Bigbasket, Unilever, Zepto, Ajio, Netmeds, Jio, Prestige and many others to build a world-class customer support ecosystem. Kapture Cx is headquartered in Bangalore and we have offices in Mumbai, Delhi/NCR and Florida. Our channel Partner network spans across 12 countries and powers 500+ businesses globally to automate their sales and support.

Position Overview

We are seeking a highly skilled and experienced Project Manager / Implementation Manager to lead and oversee the successful implementation of our SaaS CRM solution for our B2B customers. As a Project Manager, you will be responsible for managing all aspects of the implementation process, including team handling and people management, to ensure projects are delivered on time, within budget, and to the highest level of customer satisfaction.

Roles & Responsibilities

• Accountable and responsible for the end-to-end delivery of CRM Implementation for various clients
• Ensure that the business needs are clearly understood and the technology implemented meets the needs and expectations of the business.
• Lead project execution and coordination efforts to ensure projects are completed on schedule and within budget.
• Develop project documentation -e.g. BRD, SOW, project plan, and resource plan.
• Ensure resources assigned to projects are meeting deadlines and focused on the project activities.
• Escalate issues, risks, and decisions to EM or other stakeholders as necessary and develop mitigating actions.
• Monitor progress and status of deliverables.
• Review projects for completeness of thought and consistency of approach and interface.
• Ensure standards, procedures, and methodologies in the delivery life cycle are followed.
• Communicate development and production status and issues to EM.
• Prepare overall project schedule, milestones, tasks, and estimates.
• External customer interaction - worked with multiple customers with periodic follow-ups
  
  

Requirements

• Minimum 5 to 8 years of experience in handling projects for implementation of ticketing platforms (required).
• Minimum Qualification should be B.E. or B.Tech. Engineering in computers would be preferred.
• Candidates with prior experience in software implementation are preferred.
• Project Management certificates like PMP, CSM, PRINCE2 would be preferred.
• Candidate with techno functional experience would be an advantage
• CRM/ERP/ServiceDesk implementation experience in B2C/B2B SAAS Software will be an added advantage
• Should be proficient in project and bug tracking tools like Jira.
• Should be Process oriented. Ability to work with deadlines
• Should have Very Good Communication and relationship building skills
• Should have Very good skills in problem solving, planning, estimating and documentation.
• Should be a Very organized professional with a great timeline and owner/ task management capabilities
• Should be able to understand client requirements clearly, articulate, document and communicate the same to internal teams.
• Work in sync with tech and non tech teams
• Basic understanding of technology including API's , different types of platforms etc