- Location
- Gurugram, DDC5E, India
- Type
- Full-time
- Department
- Management
- Seniority
- Lead
- Experience
- 5+ years
- Source
- Workday
Description
Project Role : Program/Project Management Lead
Project Role Description : Manage overall delivery of a program or project to achieve business outcomes. Define project scope and monitor execution of deliverables. Communicate across multiple stakeholders to manage expectations, issues and outcomes.
Must have skills : Customer Service Management
Good to have skills : NA
Minimum 7.5 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary
Experienced customer engagement, project control, and delivery operations professional with a strong background in customer relationship management, onboarding coordination, escalation management, account support, governance, resource planning, stakeholder coordination, and operational reporting. Skilled at supporting delivery teams and customers through structured tracking, process adherence, timely communication, issue resolution, and value-focused service engagement. Adept at creating executive-ready summaries, maintaining accountability mechanisms, and enabling data-driven decision-making across complex business environments.
Roles & Responsibilities
Manage project control activities including governance tracking, delivery readiness, resource alignment, and operational follow-ups.
Coordinate with cross-functional stakeholders to capture updates, track dependencies, and ensure timely closure of action items.
Prepare structured meeting notes, executive summaries, action trackers, and status reports for leadership and delivery teams.
Support resource planning activities by monitoring onboarding status, open requirements, capacity gaps, and role mapping.
Maintain accountability frameworks with clear ownership, due dates, status updates, risks, and escalation points.
Facilitate regular governance reviews by consolidating inputs, identifying blockers, and highlighting key decisions required.
Ensure documentation is consistent, client-neutral, professionally formatted, and suitable for internal communication.
Provide customers with relevant insights and recommendations based on industry trends, best practices, and selected services.
Serve as the primary point of contact for customer needs, concerns, queries, service updates, and operational coordination.
Conduct regular customer cadence calls based on selected services, engagement requirements, and agreed governance frequency.
Act as the customer contact during onboarding, validate onboarding forms, confirm required information, coordinate pre-onboarding technical readiness, and share welcome materials.
Manage escalations by coordinating updates, resolution notifications, critical issue handling, internal technical team engagement, and timely customer communication.
Monitor customer usage, performance metrics, unused services, and license adoption to support ongoing value realization.
Maintain accurate records of customer interactions, issues, resolutions, feedback, and improvement opportunities.
Gather and analyse customer feedback from service management platforms to identify service delivery improvements and support approved change implementation.
Professional & Technical Skills
Project Governance: Status tracking, action item management, risk and dependency monitoring, escalation support, and governance reporting.
Resource Planning: Capacity tracking, onboarding coordination, role mapping, demand monitoring, and workforce alignment.
Stakeholder Management: Cross-functional coordination, leadership communication, meeting facilitation, and follow-up management.
Reporting & Documentation: Executive summaries, meeting minutes, dashboards, trackers, process notes, and professional business communication.
Tools & Platforms: Microsoft Excel, Microsoft Word, Microsoft PowerPoint, Microsoft Outlook, Microsoft Teams, and collaboration platforms.
Analytical Skills: Data consolidation, trend identification, gap analysis, progress tracking, and structured problem-solving.
Communication Skills: Clear written communication, concise updates, stakeholder-ready summaries, and governance-ready documentation.
Customer Engagement: Customer relationship management, onboarding support, cadence calls, query handling, service adoption monitoring, and feedback management.
Escalation & Service Management: Critical issue coordination, resolution tracking, internal team follow-up, customer communication, and service improvement analysis.
Additional Information
- Experienced in supporting structured delivery operations across multi-stakeholder environments.
- Strong focus on accountability, follow-through, data accuracy, and timely communication.
- Comfortable preparing leadership-ready materials in concise and professional formats.
- Proficient in transforming meeting discussions, updates, and operational inputs into actionable trackers and summaries.
- Experienced in managing customer onboarding, service engagement, issue escalation, adoption tracking, and continuous improvement activities.
- Maintains confidentiality by using generic references and avoiding client names, individual names, or sensitive identifiers.
- The candidate should have minimum 7.5 years of experience in Customer Service Management.
- This position is based at our Gurugram office.
- A 15 year full time education is required.15 years full time education
Project Role Description : Manage overall delivery of a program or project to achieve business outcomes. Define project scope and monitor execution of deliverables. Communicate across multiple stakeholders to manage expectations, issues and outcomes.
Must have skills : Customer Service Management
Good to have skills : NA
Minimum 7.5 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary
Experienced customer engagement, project control, and delivery operations professional with a strong background in customer relationship management, onboarding coordination, escalation management, account support, governance, resource planning, stakeholder coordination, and operational reporting. Skilled at supporting delivery teams and customers through structured tracking, process adherence, timely communication, issue resolution, and value-focused service engagement. Adept at creating executive-ready summaries, maintaining accountability mechanisms, and enabling data-driven decision-making across complex business environments.
Roles & Responsibilities
Manage project control activities including governance tracking, delivery readiness, resource alignment, and operational follow-ups.
Coordinate with cross-functional stakeholders to capture updates, track dependencies, and ensure timely closure of action items.
Prepare structured meeting notes, executive summaries, action trackers, and status reports for leadership and delivery teams.
Support resource planning activities by monitoring onboarding status, open requirements, capacity gaps, and role mapping.
Maintain accountability frameworks with clear ownership, due dates, status updates, risks, and escalation points.
Facilitate regular governance reviews by consolidating inputs, identifying blockers, and highlighting key decisions required.
Ensure documentation is consistent, client-neutral, professionally formatted, and suitable for internal communication.
Provide customers with relevant insights and recommendations based on industry trends, best practices, and selected services.
Serve as the primary point of contact for customer needs, concerns, queries, service updates, and operational coordination.
Conduct regular customer cadence calls based on selected services, engagement requirements, and agreed governance frequency.
Act as the customer contact during onboarding, validate onboarding forms, confirm required information, coordinate pre-onboarding technical readiness, and share welcome materials.
Manage escalations by coordinating updates, resolution notifications, critical issue handling, internal technical team engagement, and timely customer communication.
Monitor customer usage, performance metrics, unused services, and license adoption to support ongoing value realization.
Maintain accurate records of customer interactions, issues, resolutions, feedback, and improvement opportunities.
Gather and analyse customer feedback from service management platforms to identify service delivery improvements and support approved change implementation.
Professional & Technical Skills
Project Governance: Status tracking, action item management, risk and dependency monitoring, escalation support, and governance reporting.
Resource Planning: Capacity tracking, onboarding coordination, role mapping, demand monitoring, and workforce alignment.
Stakeholder Management: Cross-functional coordination, leadership communication, meeting facilitation, and follow-up management.
Reporting & Documentation: Executive summaries, meeting minutes, dashboards, trackers, process notes, and professional business communication.
Tools & Platforms: Microsoft Excel, Microsoft Word, Microsoft PowerPoint, Microsoft Outlook, Microsoft Teams, and collaboration platforms.
Analytical Skills: Data consolidation, trend identification, gap analysis, progress tracking, and structured problem-solving.
Communication Skills: Clear written communication, concise updates, stakeholder-ready summaries, and governance-ready documentation.
Customer Engagement: Customer relationship management, onboarding support, cadence calls, query handling, service adoption monitoring, and feedback management.
Escalation & Service Management: Critical issue coordination, resolution tracking, internal team follow-up, customer communication, and service improvement analysis.
Additional Information
- Experienced in supporting structured delivery operations across multi-stakeholder environments.
- Strong focus on accountability, follow-through, data accuracy, and timely communication.
- Comfortable preparing leadership-ready materials in concise and professional formats.
- Proficient in transforming meeting discussions, updates, and operational inputs into actionable trackers and summaries.
- Experienced in managing customer onboarding, service engagement, issue escalation, adoption tracking, and continuous improvement activities.
- Maintains confidentiality by using generic references and avoiding client names, individual names, or sensitive identifiers.
- The candidate should have minimum 7.5 years of experience in Customer Service Management.
- This position is based at our Gurugram office.
- A 15 year full time education is required.15 years full time education
About Accenture
Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.Visit us at www.accenture.com
Equal Employment Opportunity Statement
We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.
Skills
ExcelCustomer ServiceProject Management
