Program Manager

Location, Working Hours and Notice Period

Bangalore, Hyderabad, Chennai, Pune. NCR, India (hybrid). Shift: 1:00 PM to 10:00 PM IST, Monday to Friday, covering the EMEA working day and US Eastern mornings, with occasional calls up to 11:30 PM IST for US West Coast teams. Notice period: immediate joiners to 60 days preferred; up to 90 days considered.

Role Summary

BrightEdge Technical Services makes customer data trustworthy within 30 days of integration, finishes the setup that makes customers successful in the 30 days after onboarding, and keeps that data trustworthy through renewal. The team is scaling from a proven pilot to a standard motion in every BrightEdge business unit, and its delivery engine sits in India.

As Program Manager, Technical Services Engagements, you own how those engagements run, from intake to customer sign-off, for customers across the US, EMEA and APAC. You manage the complex engagements yourself, run the portfolio for the rest, and own every customer escalation on a Technical Services engagement, with the delivery team beside you, Customer Success and the customer.

If you have worked as an Engagement Manager or Implementation Program Manager at a SaaS company, this role will feel familiar: scope, plan, status, change control, escalations and acceptance. Customer Success owns the customer relationship; you make Technical Services its most reliable partner.

Key Role Responsibilities

• Own the Technical Services engagement portfolio end to end: intake, tiering, assignment, scope sign-off, delivery tracking, customer sign-off and closure.
• Serve as engagement manager on complex engagements, such as multi-domain estates and enterprise and strategic accounts: build the plan, hold the timeline, manage risks, dependencies and change, and lead acceptance.
• Own escalations on Technical Services engagements: make sure each is acknowledged fast, agree an action plan with the Customer Success owner within one business day, drive the fix with the delivery team, write the daily update until it closes, and lead the root-cause review.
• Hold scope with care: review every scope sign-off before it goes out, run change control, and route new requests into a new, approved scope.
• Keep the engagement tracker as the single source of truth: milestones, hours against estimate, QA status, service levels and a risk log. Flag an engagement the day it turns amber.
• Work side by side with the Support delivery teams to match work to capacity and keep hand-offs to US and EMEA colleagues clean across time zones.
• Work inside the Customer Success relationship: the CSM or Onboarding Manager owns the customer, the agenda and every invitation. On your engagements and your escalations, you are the one Technical Services voice, on the account thread and on the calls they set.
• Report performance: monthly business unit scorecards, service levels and trends, and inputs to executive and board updates.
• Improve the engagement model: templates, playbooks, SalesForce views, tracker automation and retrospectives. Propose rule changes through change control.
• Support each business unit's launch of Technical Services: engagement setup, tracker lines and the weekly interlock.
• Partner with Support and Engineering when a product defect surfaces in an engagement, through the Jira escalation lane.
• Other duties as assigned.

Candidate Traits

• Calm and decisive in an escalation. You own the problem until it is closed and keep everyone informed without being asked.
• Confident on a US customer call from India: clear, direct English, equally credible with a marketing leader who doubts the numbers and analytics engineer who owns the integration.
• Holds scope firmly and kindly. Accommodate scope changes as necessary.
• Process discipline without bureaucracy. The tracker is always current, and every status report fits on one page.
• Influence without authority: you move work through delivery leads, CSMs and customer teams in three regions.
• Sense of urgency.
• Data-driven. You run the portfolio on the scorecard and spot the trend before it becomes an escalation.
• Service mindset: additional hands and eyes on Customer Success's side, never a second track for the customer.

Background

• 7 to 12 years of experience, including at least 4 years in customer-facing program, implementation or engagement management at a B2B SaaS product company.
• A record of running 15 or more concurrent engagements for US or EMEA customers against scope, timelines, hours and acceptance criteria, with oversight of a larger portfolio.
• Escalation management with US enterprise customers, alongside Customer Success and account teams, including executive-level communication.
• Technical fluency in marketing and analytics technology: Google Analytics 4, Adobe Analytics, Google Search Console, single sign-on, APIs and data validation. SEO, Martech or AI search platform experience is a strong plus.
• Tools: Zendesk or Freshdesk, Salesforce, Jira, and Excel, Google Sheets or BI for reporting.
• Excellent spoken and written English: leading a call with a customer's leadership, and writing scope documents, status reports and executive summaries.
• Bachelors Degres or an equivalent degree; an MBA or PMP is a plus.

BrightEdge is an equal opportunity employer and welcomes applicants of every background.