Technical Program Manager - saasgenie
Company Overview
saasgenie is seeking an experienced Technical Program Manager to join our dynamic technology team based in North America. As a key leader in our organization, you will drive the successful delivery of complex technical programs focused on custom SaaS integrations and data migration solutions. This role requires a unique combination of technical expertise, customer-facing skills, and program management excellence to deliver exceptional value to our clients.
Position Summary
The Technical Program Manager (TPM) will oversee the end-to-end lifecycle of technical projects, combining deep technical expertise with strong program management skills and customer engagement capabilities. This role requires proven experience with SaaS platforms, integration development, and data migration projects, along with the ability to confidently present to customers and contribute to business development efforts.
Key Responsibilities
Technical Leadership & Program Management
- Manage complete project lifecycles for custom SaaS integrations and data migration initiatives
- Lead technical architecture discussions and integration design reviews for Freshdesk, Intercom, Freshservice, and other SaaS platforms
- Oversee custom application development projects from requirements gathering through deployment and support
- Coordinate complex data migration programs including data assessment, transformation, validation, and cutover activities
- Drive the technical program management for data migration product offerings, ensuring successful delivery of complex data transformation and migration projects for enterprise customers
- Lead the development and delivery of custom integrations and applications for major SaaS platforms with direct customer interaction and business development support
- Ensure technical solutions meet scalability, security, and performance requirements
- Drive continuous improvement initiatives across all technical programs
Customer Engagement & Business Development
- Present technical solutions and project proposals confidently to prospective and existing customers
- Lead customer discovery sessions to understand integration requirements and migration needs
- Collaborate with sales teams to develop compelling technical proposals and support deal closure
- Conduct technical demonstrations and proof-of-concept presentations
- Manage customer expectations and maintain strong relationships throughout project delivery
- Serve as the primary technical point of contact for enterprise customers during project execution
SaaS Platform Expertise
- Leverage deep knowledge of Freshdesk, Intercom, and Freshservice platforms to design optimal integration solutions
- Stay current with platform updates, API changes, and new capabilities across supported SaaS ecosystems
- Develop and maintain integration patterns and best practices for supported platforms
- Troubleshoot complex integration issues and provide technical guidance to development teams
- Ensure compliance with platform-specific security and governance requirements
Data Migration Leadership
- Lead data migration projects from initial assessment through successful production cutover
- Develop comprehensive migration strategies including data mapping, transformation rules, and validation procedures
- Coordinate with customer technical teams to understand source systems and target requirements
- Manage migration testing, validation, and rollback procedures
- Ensure data integrity, security, and compliance throughout migration processes
Cross-Functional Coordination
- Collaborate with Engineering, Product, Sales, and Customer Success teams to ensure project alignment
- Facilitate communication between technical teams and business stakeholders
- Coordinate dependencies across multiple customer projects and internal development initiatives
- Manage resource allocation and timeline coordination across all technical programs
- Provide regular status updates and metrics to leadership and customers
Quality Assurance & Risk Management
- Establish and enforce quality standards for integration development and data migration processes
- Proactively identify and mitigate technical and operational risks
- Develop comprehensive testing strategies for integration and migration projects
- Ensure all deliverables meet functional requirements and customer specifications
- Coordinate post-deployment support and issue resolution activities
Required Qualifications
Education & Experience
- Bachelor's degree in Computer Science, Engineering, Information Technology, or related technical field
- 5+ years of technical program management experience with SaaS platforms and integrations
- 3+ years of hands-on experience with Freshdesk, Intercom, Freshservice, or similar SaaS platforms
- Proven experience managing data migration projects and working with enterprise data systems
- Demonstrated success in customer-facing technical roles with business development responsibility
Technical Skills
- Deep expertise with SaaS platform APIs, webhooks, and integration architectures
- Strong understanding of Freshdesk, Intercom, and Freshservice platforms, including customization and integration capabilities
- Experience with data migration tools, ETL processes, and data transformation methodologies
- Knowledge of integration patterns, middleware solutions, and API management platforms
- Understanding of database technologies, data warehousing, and analytics platforms
- Familiarity with cloud platforms (AWS, Azure, GCP) and modern development frameworks
- Proficiency with project management and collaboration tools
Customer & Business Skills
- Exceptional presentation and communication skills with proven ability to engage C-level executives
- Experience supporting sales processes and contributing to deal closure in technical roles
- Strong analytical and problem-solving capabilities with customer-focused mindset
- Demonstrated ability to translate complex technical concepts into business value propositions
- Experience managing customer expectations and delivering successful outcomes in enterprise environments
- Negotiation skills and ability to manage scope changes and timeline adjustments
Leadership & Management Skills
- Proven track record of leading complex, multi-stakeholder technical programs
- Experience managing multiple concurrent projects with competing priorities
- Strong organizational skills with attention to detail and ability to work under pressure
- Ability to influence and lead cross-functional teams without direct authority
- Conflict resolution skills and experience managing challenging customer situations
Preferred Qualifications
- Experience with additional SaaS platforms beyond Freshdesk, Intercom, and Freshservice
- Background in enterprise software sales or business development
- Project Management Professional (PMP) or Agile/Scrum certification
- Experience with specific data migration tools and platforms
- Knowledge of compliance frameworks relevant to enterprise data handling
- Previous experience in a SaaS or integration services company
- Understanding of modern data architecture patterns and cloud-native solutions
Work Environment & Expectations
Location & Travel
- Based in North America with flexible remote work options
- Occasional travel required for customer meetings and project kick-offs
- Availability for customer calls across different time zones as needed
Performance Expectations
- Lead multiple concurrent projects across integration and data migration initiatives
- Maintain high customer satisfaction scores and successful project delivery rates
- Contribute measurably to sales pipeline development and deal closure
- Drive continuous improvement in delivery processes and customer experience
Success Metrics
In this role, success will be measured by:
- Successful on-time delivery of integration and migration projects
- Customer satisfaction scores and reference-ability
- Contribution to sales pipeline and deal closure rates
- Quality metrics including post-deployment issue rates
- Team productivity and process improvement initiatives
- Revenue impact from successfully delivered projects
