iMocha - Project Manager - Customer Success

Job Title: Project Manager - Customer Success

Location: Pune, India

Company: iMocha

About iMocha:

- iMocha is a global leader in skills assessment and skills intelligence, empowering organizations to adopt a skills-first approach to workforce development.

- Our AI-powered platform helps enterprises make intelligent talent decisions, enabling them to upskill, reskill, and hire top talent efficiently.

Job Summary:

- We are seeking an experienced Project Manager to join our dynamic team in Pune.

- The ideal candidate will have 7+ years of experience in project management and PMO functions.

- This role requires strong leadership skills to manage a team while ensuring seamless execution of projects.

- The candidate should be proficient in PMO best practices, customer engagement, and cross-functional collaboration to drive business success.

Key Responsibilities:

- Lead and manage a team for projects ensuring high performance, productivity, and engagement.

- Oversee customer success projects, ensuring timely delivery, resource allocation, and alignment with organizational goals.

- Develop and implement PMO best practices, methodologies, and governance frameworks to optimize customer success processes.

- Creating / Updating the communication plan, risk management plan, project planning, work allocation, tracking progress, tracking customer feedback to ensure timely closure

- Collaborate with cross-functional teams including Sales, Product, and Engineering to enhance customer experience and product adoption.

- Define and track key performance metrics (KPIs) related to customer success, retention, and satisfaction.

- Drive continuous improvement initiatives to enhance customer onboarding, engagement, and renewal strategies.

- Act as a strategic advisor to customers, understanding their business needs and providing solutions through iMocha's platform.

- Identify risks and proactively develop mitigation plans to ensure project and customer success.

- Conduct regular team meetings, training sessions, and performance reviews to build a high-performing customer success team.

- Provide detailed reports and insights on customer success performance to senior leadership.

- Track and monitor project health to ensure timely execution and risk mitigation.

- Establish and maintain strong stakeholder relationships to ensure alignment on customer objectives.

- Conduct quarterly business reviews (QBRs) with customers to assess satisfaction and growth opportunities.

- Monitor product adoption trends and work with Product teams to drive feature utilization.

- Gather and analyze customer feedback, ensuring continuous product and service enhancements.

- Foster inter-personal relationship management with Product and Engineering teams to streamline communication and issue resolution.

Required Skills & Qualifications:

- 7+ years of experience in Project Management or PMO functions.

- Proven track record of managing and leading customer facing teams.

- Strong expertise in PMO frameworks, project governance, and best practices.

- Excellent knowledge of account management, and retention strategies.

- Proficiency in project management tools (JIRA, Asana, or similar).

- Strong analytical and problem-solving skills with a customer-centric mindset.

- Excellent communication, stakeholder management, and negotiation skills.

- Experience working in a SaaS or technology-driven environment is preferred.

- PMP, PRINCE2, or equivalent certifications are a plus.