Job Description

About Company

We are a

leading 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. We believe that daily Customer operations should be made simple and efficient to meet up with all the endless demands of customers. Kapture is the

preferred choice of leading brands

including Nykaa, Meesho, Bigbasket, Unilever, Zepto, Ajio, Netmeds,Jio, Phillips, 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 1000+ businesses globally to automate their sales and support..#

Roles & Responsibilities

Accountable and responsible for the

end-to-end delivery of CRM implementation

projects for multiple clients. Ensure

business needs are clearly understood

and that the implemented technology meets client requirements and expectations.

Lead project execution and coordination

efforts to ensure delivery within scope, budget, and timelines. Develop and maintain

project documentation

including BRD, SOW, project plan, and resource plan.

Track and monitor progress

of deliverables, ensuring assigned resources meet deadlines and project objectives.

Identify, escalate, and mitigate

project risks and issues to Engagement Managers or stakeholders as required. Conduct

regular reviews

for completeness, consistency, and alignment with delivery standards. Ensure adherence to defined

processes, methodologies, and quality standards

throughout the project lifecycle. Prepare and manage

overall project schedules, milestones, estimates, and deliverables.

Maintain strong

external customer interactions

with multiple clients, ensuring timely updates and follow-ups. Work collaboratively with

cross-functional (tech and non-tech) teams

to ensure successful implementation. Clearly

articulate, document, and communicate client requirements

to internal teams for smooth execution. Exhibit

high ownership and proactive communication

with clients; act as a trusted partner and solution advisor. Stay aligned with emerging technologies -- be able to

converse intelligently about AI and modern SaaS trends.

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Requirements

5-8 years of experience

managing projects for

ticketing platform or CRM implementations

(required).

Bachelor's degree in Engineering (B.E./B.Tech.)

-- preferably in Computer Science or related field. Proven experience in

software or CRM/ERP/Service Desk implementation

in

B2B/B2C SaaS or consulting/IT services

environments.

Project management certifications

such as PMP, CSM, or PRINCE2 are preferred.

Techno-functional expertise

with a solid understanding of APIs, integrations, and software platforms is a strong plus. Hands-on experience with

project and bug tracking tools

like Jira. Strong

process orientation

and ability to deliver against deadlines. Excellent

communication, relationship management, and client engagement skills.

Strong

problem-solving, planning, estimation, and documentation capabilities.

Highly

organized professional

with ownership mindset, multitasking ability, and task management excellence. Should be able to

discuss AI, automation, and digital transformation

concepts confidently at a high level.
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What We're Looking For

Smart, sharp professionals with

client-first mindset

and strong communication skills. Individuals who take

complete ownership

and thrive in client-facing roles. * Candidates from both

B2B SaaS

and

consulting/IT services

backgrounds are welcome.