- Escritório em Pune
Who we are
Mindtickle is the market-leading revenue productivity platform that combines on-the-job learning and deal execution to get more revenue per rep. Mindtickle is recognized as a market leader by top industry analysts and is ranked by G2 as the #1 sales onboarding and training product. We’re honoured to be recognized as a Leader in the first-ever Forrester Wave™: Revenue Enablement Platforms, Q3 2024!
Job Snapshot
The Program Manager, Services Delivery (technical) is an individual contributor responsible for end-to-end program management, customer communication, and successful execution of complex customer engagements across Mindtickle’s services portfolio. This role owns delivery for assigned programs—ensuring high-quality execution, strong governance, and a proactive, customer-first mindset—while working collaboratively with multiple internal and external stakeholders.
This role emphasizes hands-on delivery ownership and orchestration, not people management. The Program Manager is expected to be process-disciplined yet flexible, comfortable leading customer conversations, managing expectations, resolving conflicts, and proactively guiding stakeholders through ambiguity to drive outcomes.
What's in it for you?
- Program & Project Management
- Plan and execute multiple concurrent programs including but not limited to technical deliveries with varying complexity and timelines.
- Optimize project delivery by improving cycle time, resource utilization, and dependency management.
- Track and proactively manage risks related to scope changes, delivery delays, and technical constraints.
- Ensure projects are delivered on time, within scope, and with high quality.
- Stakeholder Collaboration
- Act as a strong connector and bridge between delivery, solutions, product, engineering, sales, and customer success—removing friction and unlocking progress.
- Drive clarity on requirements, ownership, timelines, and success criteria.
- Influence stakeholders to align on priorities, trade-offs, and delivery approaches.
- Quality & Continuous Improvement
- Implement quality checkpoints to reduce post-delivery defects in custom solutions.
- Use delivery metrics and retrospectives to drive continuous improvement in processes and execution.
- Tools & Metrics
- Own and improve the usage of program management tools such as Jira, rocketlane, etc. to ensure a single source of truth for program health, risks, and delivery status.
- Track and report on key delivery metrics such as Team utilization
- Customer Experience, Communication & Quality
- Drive a consistently positive customer experience throughout the delivery lifecycle—onboarding, configuration, enablement, launch, and post-launch stabilization.
- Lead customer communication with clarity and confidence, including status updates, expectation-setting, and scenario-based what-to-expect guidance.
- Use feedback loops, retrospectives, and proactive check-ins to identify concerns early, course-correct, or escalate as required.
- Manage customer conflicts professionally—understanding root causes, facilitating constructive dialogue, and guiding towards resolution through data and outcomes.
- Monitor delivery health indicators (timelines, quality of deliverables, escalations, customer sentiment) and intervene proactively.
- Pre-Sales Support, Estimation & SOW Ownership
- Partner with Presales, and sales teams during deal cycles to support:
- Project scoping and delivery approach definition
- Effort estimation, timelines, and resources
- Own or contribute significantly to Statement of Work (SOW) development, including:
- Scope definition, assumptions, exclusions, and deliverables
- Milestones, success criteria, and acceptance terms
- Change control and governance mechanisms
- Validate feasibility of proposed solutions, highlight delivery trade-offs, and ensure commitments are realistic and executable.
- Support customer calls during pre-sales to explain delivery approach, timelines, and engagement expectations with credibility and clarity.
Tools & Metrics:
- Own and continuously improve the usage of program management tools such as Jira, Rocketlane, and internal systems to maintain a single source of truth.
- Track and report on key delivery metrics, including:
- Schedule adherence
- Delivery quality
- Utilization and effort variance
- Customer satisfaction and escalations
We’d love to hear from you, if you:
- 5+ years of overall work experience, including 2+ years in Technical Program or Project Management roles within a SaaS or technology-driven environment
- Strong structured problem-solving skills with the ability to bring clarity and order to ambiguous, fast-moving situations
- Proven experience designing, optimizing, and scaling repeatable processes across cross-functional teams
- Solid technical acumen with hands-on experience managing technical programs such as custom integrations, platform-based implementations, custom reporting, or complex technical solutions
- Strong understanding of Agile methodologies, with experience managing Agile delivery and working closely with engineering teams
- Hands-on experience using Jira or similar project management and tracking tools
- Excellent stakeholder management, communication, and influencing skills to align engineering, solutions, and business teams
- Strong analytical skills, with experience using Excel, dashboards, or analytics tools for tracking progress, risks, and outcomes
- Customer-first mindset with the ability to balance speed, quality, and long-term scalability
- Ability to thrive in a fast-paced environment while managing multiple competing priorities and risks
Good to have:
- Nice to Have
- Experience working in a SaaS or product-led organization.
- Exposure to pre-sales technical scoping or post-sales solution delivery.
- Understanding of APIs, integrations, or data flows (hands-on coding not required).
- Engineering degree or equivalent technical background.
Our culture & accolades
As an organization, it’s our priority to create a highly engaging and rewarding workplace. We offer tons of awesome perks and many opportunities for growth.
Our culture reflects our employee's globally diverse backgrounds along with our commitment to our customers, and each other, and a passion for excellence. We live up to our values, DAB, Delight your customers, Act as a Founder, and Better Together.
Mindtickle is proud to be an Equal Opportunity Employer.
All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected by law.
Your Right to Work - In compliance with applicable laws, all persons hired will be required to verify identity and eligibility to work in the respective work locations and to complete the required employment eligibility verification document form upon hire.
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