As a Large Enterprise Program Manager (LE PM), you’ll lead overall engagement success for our large enterprise customers. Acting as the primary contact for executive stakeholders, you’ll manage a portfolio of complex projects, overseeing stakeholder alignment, project planning, risk mitigation, governance, and cross-functional coordination. You’ll partner with folks across our Professional Services team—including Implementation Architects, Consultants, Data Migration, Integration, Custom Engineering Specialists, and Technical Engagement Managers—to ensure smooth execution.
In addition to post-sale project delivery, you’ll support select pre-sales opportunities by collaborating on scoping, effort estimates, SOWs, and articulating the value of Professional Services to prospective customers. As an LE PM, you’ll also help define and refine project management best practices, methods, protocols, and artifacts for the broader Professional Services team to leverage.
Role & Responsibilities:
End-to-End Project Ownership & Stakeholder Management (Large Enterprise)
* Build and manage relationships with internal teams, customers, partners, and executive stakeholders (CRO, CTO, CIO, Product, GTM leaders).
* Lead project delivery: kickoff, planning, effort estimation, risk mitigation, governance, and steering committee meetings.
* Align project scope and execution with customer business goals to accelerate Time to Value (TTV).
* Define and manage RACI matrix across Chargebee and customer teams.
* Hold customers accountable for key responsibilities and deliverables.
* Facilitate workshops to align requirements with the Statement of Work (SOW) and project timeline.
* Proactively identify and mitigate risks (budget, timeline, solution fit).
* Manage escalations and engage leadership when needed.
* Monitor customer sentiment and adjust approach to ensure satisfaction.
* Support pre-sales by demonstrating PS value, scoping, estimating LOE, and drafting SOWs with the sales team.
* Identify and influence upsell/expansion opportunities.
* Bridge business and technical conversations, ensuring alignment and understanding.
* Collaborate with technical teams to resolve challenges throughout the engagement.
* Travel (~25%) for in-person customer meetings.
* Thrive in matrixed, cross-functional team environments.
Technical Level Project Coordination
* Collaborate with technical team members (IEM, IA, IC, etc.) to develop and maintain a project plan
* Ensure the plan includes key milestones, workstream dependencies, and critical path tasks
Resource and Project Management:
* Onboard resources, define project scope via Statements of Work (SOW), and negotiate scope changes.
* Ensure projects are executed on time and within budget, managing scope creep and resource requirements.
* Maintain project documentation, including kick-off decks, SOWs, status reports, and risk management plans.
P&L Management:
* Oversee project costs and resources, ensuring the project stays within budget.
* Track effort and cost variance, process change orders, and manage P&L.
* Work with the sales team on implementation fee proposals and ensure project profitability.
Program Management & Process Improvement:
* Contribute to the development of Project Management best practices and protocols.
* Document case studies and success stories for knowledge management.
Skills & Experience:
* 7+ years working with systems integrators (Cognizant, Tata, etc.) or consulting firms (Accenture, PwC, etc.).
* 7-10 years experience managing large, complex projects in financial services, ERP, CRM, and billing platforms with application integrations.
* Experience working with C-level executives and navigating project challenges.
* Strong communication (written and verbal) and executive presentation skills.
* Experience in leading large, complex projects and managing critical conversations.
* Proven client relationship management and leadership skills.
* Ability to lead cross-functional teams and navigate unforeseen project challenges.
Success Factors for Role
* Expertise in leading customers through change control and navigating project challenges.
* Understanding of customer business objectives and aligning project demands to meet them.
* Ability to simplify complex topics for diverse stakeholders.
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