Description

Key Responsibilities

• Lead end-to-end delivery of Qualtrics/Medallia implementation projects from pre-sales through project closure, ensuring delivery within agreed scope, timeline, budget, and quality.
• Act as the Single Point of Contact (SPOC) for clients and internal stakeholders, ensuring effective communication and expectation management.
• Provide strategic program support aligned with clients’ Customer Experience (CX) and Employee Experience (EX) transformation objectives.
• Collaborate with technical architects, integration teams, and business stakeholders to deliver scalable Qualtrics/Medallia solutions.
• Establish project governance, define roles, responsibilities, decision rights, and RACI matrices to ensure successful project execution.
• Develop, maintain, and track integrated project plans, milestones, dependencies, and project documentation.
• Own project financials, including budget tracking, resource utilization, forecasting, billing milestones, and cost optimization.
• Identify project risks proactively, manage RAIDD (Risks, Actions, Issues, Decisions & Dependencies), and drive timely escalations.
• Lead project kick-offs, discovery workshops, weekly governance meetings, status reviews, and solution walkthroughs.
• Oversee the implementation, validation, and quality assurance of Qualtrics/Medallia surveys, dashboards, workflows, and integrations.
• Manage scope changes through structured change control, impact assessments, and stakeholder approvals.
• Plan and manage internal and external resources, including cross-functional teams and third-party vendors.
• Ensure quality through defined acceptance criteria, UAT coordination, defect management, and continuous process improvement.
• Drive project closure, client sign-off, documentation handover, CSAT collection, lessons learned, and transition to support/managed services.

Key Skills / Requirements

• 10+ years of experience in technology implementation with proven experience as a Technical Lead/Program Lead.
• 4+ years of hands-on experience with Qualtrics and/or Medallia implementations (experience in either platform is acceptable).
• Strong expertise in enterprise integrations, APIs, middleware, and cloud-based implementations.
• Experience managing multi-country/global implementation programs.
• Strong Project & Program Management experience with PMP Certification preferred.
• Proven experience managing client-facing implementations across global teams.
• Excellent stakeholder management, communication, and leadership skills

Key Skills

Education

Any Gradute