Mindtickle3mo ago

Senior Program Manager

PuneFull-Timesenior

OperationsProgram ManagerProject ManagerProject & Program Management

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Quick Summary

Overview

Who we are Mindtickle is the leading AI-powered revenue enablement platform that combines on-the-job learning and deal execution to drive behavior change and get more revenue per rep.

Technical Tools

exceljirab2bcustomer-successcustomer-supportforecastingpeople-managementproject-managementsaas

Who we are

Mindtickle is the leading AI-powered revenue enablement platform that combines on-the-job learning and deal execution to drive behavior change and 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.

Our commitment to innovation has also earned us the "AI-based Sales Solution of the Year" award in the 8th annual AI Breakthrough Awards program (PR Newswire), and a Gold Stevie Award for Sales and Customer Service (Mindtickle)- recognition of our dedication to both product excellence and outstanding customer support.

Job Snapshot

The Program Manager, Services Delivery is an individual contributor responsible for end-to-end program ownership, customer communication, and successful execution of complex, customer-facing engagements across Mindtickle’s services portfolio. This role spans the full engagement lifecycle—from pre-sales scoping and estimation through delivery, launch, and handover—ensuring outcomes are delivered with high quality, predictability, and customer satisfaction.This role emphasizes hands-on delivery leadership, not people management. The Program Manager is expected to be process-disciplined yet adaptable, comfortable leading customer conversations, managing expectations, resolving conflicts, and guiding stakeholders through ambiguity with a strong customer-first mindset.

Program Ownership & Governance

Own assigned customer engagements end-to-end—from pre-sales scoping and kickoff through delivery, launch, and handover.

Define and maintain program governance artifacts, including delivery plans, milestones, dependency maps, decision logs, and risk registers.

Establish clear success criteria, scope boundaries, assumptions, and acceptance criteria in alignment with customer stakeholders.

Lead structured program cadences including internal syncs, customer working sessions, executive reviews, and milestone checkpoints.

Proactively identify risks, interdependencies, and delivery bottlenecks; align early with customers and internal teams on mitigation plans to avoid surprises.

Hands-On Delivery Execution

Act as the primary delivery lead and day-to-day customer contact, building trust and credibility with stakeholders at multiple levels.

Partner closely with cross-functional teams (Customer Success, Services Solutions, Product, Engineering) to ensure delivery aligns with intended business outcomes.

Translate customer needs into actionable work streams, timelines, and deliverables; drive alignment across teams.

Manage scope changes through structured change requests—clearly communicating impact on timelines, effort, and cost.

Navigate trade-offs and timeline adjustments using transparent, solution-oriented communication with customers.

Customer Experience, Communication & Quality

Drive a consistently positive customer experience across onboarding, configuration, enablement, launch, and post-launch stabilization.

Lead customer communication with clarity and confidence—status updates, expectation setting, and scenario-based guidance.

Use feedback loops, retrospectives, and proactive check-ins to surface concerns early and course-correct.

Manage customer conflicts professionally by identifying root causes, facilitating constructive dialogue, and driving resolution.

Monitor delivery health indicators including timelines, quality of deliverables, escalations, and customer sentiment.

Financials, Metrics & Operational Rigor

Own delivery financials and operational health, including:

Effort tracking and burn rate monitoring

Forecast and variance analysis

Scope change and margin impact assessment

Maintain accurate, up-to-date documentation, dashboards, and reporting for internal and customer visibility.

Ensure delivery hygiene and data accuracy across systems (project management tools, CRM inputs, internal trackers).

Cross-Functional Collaboration & Influence

Act as a strong connector across Delivery, Presales, Sales, Customer Success, Product, and Engineering.

Represent Delivery in customer conversations around solution constraints, trade-offs, timelines, and product dependencies.

Provide structured feedback to Product and Services leadership based on delivery learnings and recurring customer themes.

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 the 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.

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

5+ years of experience in program management, services delivery, or enterprise project delivery roles.

Proven experience managing enterprise, customer-facing engagements as an individual contributor.

Experience in SaaS, enterprise B2B, digital transformation, or implementation services preferred.

Demonstrated involvement in pre-sales scoping, estimation, or SOW creation.

Strong customer communication: able to lead meetings, explain complex scenarios clearly, and adapt messaging by audience.

Estimation & financial acumen: confident in effort estimation, burn forecasting, and scope costing.

Conflict management maturity: able to handle misalignment and escalations with calm, clarity, and ownership.