Sr. Program Manager, Professional Services

Lead the end-to-end delivery of Icertis platform and Vera AI implementations for enterprise clients across industries and geographies. 

Define program vision, success criteria, delivery models, and multi-phase roadmaps aligned to customer transformation objectives. 

Oversee project planning, estimation, risk management, release management, and client acceptance for complex, multi-country deployments. 

Manage program budgets, KPIs, and performance metrics ensuring profitability and customer satisfaction. 

Act as the senior point of contact for client executives, sponsors, program and project managers (PMO, Legal, Procurement, IT, Finance, and Sales organizations). 

Facilitate daily, weekly, steering committee meetings, executive reviews, and cross-functional discussions internally and with clients to align business goals with delivery execution. 

Cultivate trusted relationships across customer leadership teams and Icertis internal stakeholders. 

Champion adoption of Icertis Vera features and GenAI capabilities (e.g., contract analysis, clause suggestion, summarization, and workflow intelligence). 

Guide customers in identifying realistic GenAI use cases and managing change across enterprise SaaS ecosystems. 

Collaborate with Product and Engineering teams to provide structured field feedback and influence product evolution. 

Partner closely with Solution Architects, Business Analysts, and Technical Configuration Teams across global delivery models (onsite and offshore). 

Drive alignment across hybrid teams and ensure milestones, dependencies, and deliverables are met with transparency and accountability. 

Mentor and coach Engagement Leads, Project Managers, and Business Analysts to strengthen program delivery excellence. 

Create and maintain project, program dashboards, status reports, and executive summaries for senior internal and customer stakeholders. 

Implement governance processes consistent with Professional Services best practices, enabling consistent delivery quality and risk mitigation. 

Represent Icertis in strategic delivery forums, program audits, and post-implementation reviews. 

Bachelor’s degree in Business, Computer Science, Information Systems, or related discipline. 

MBA, PMP, PgMP, or Agile certification preferred. 

15+ years of professional experience, including at least 6–8 years managing complex enterprise SaaS or technology transformation programs. 

Proven success leading CLM, Procurement, or Quote-to-Cash (O2C/S2P) implementations integrating with major ERP or CRM platforms (SAP, Salesforce, Oracle, Dynamics). 

Experience working with global teams and managing multi-million-dollar delivery programs across multiple clients or regions. 

Familiarity with AI-powered SaaS solutions, including defining GenAI use cases and adoption plans within enterprise settings. 

Strong understanding of contract lifecycle management processes and alignment across Legal, Procurement, and Commercial functions. 

Advanced program management, governance, and enterprise stakeholder engagement capabilities. 

Exceptional communication and executive presentation skills with ability to engage and influence C-level audiences. 

Excellent business acumen, problem-solving skills, and decision-making under complex delivery conditions. 

Proficiency with modern project tools and frameworks (Smartsheet, Jira, Power BI, MSA, Agile/Hybrid models). 

Strong organizational and multitasking abilities, with demonstrated success handling multiple concurrent engagements. 

Location: United States (remote or office-based per company policy). 

Travel: Up to 30% domestic travel for key customer workshops, reviews, and go-live activities.