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Own the complete customer onboarding and implementation lifecycle for enterprise customers from post-sales handover through successful go-live.
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Conduct discovery sessions to understand customer business requirements, implementation objectives, and success criteria.
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Create implementation plans, define timelines, track milestones, and ensure timely execution of onboarding activities.
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Configure the platform according to customer requirements and coordinate with internal teams for customizations and integrations wherever required.
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Lead onboarding sessions, product demonstrations, administrator training, and end-user enablement programs.
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Act as the primary customer-facing implementation lead, ensuring clear communication and proactive stakeholder management throughout the implementation journey.
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Collaborate closely with Product, Engineering, and Support teams to resolve implementation issues, manage dependencies, and ensure successful deployments.
and drive timely resolution to maintain project timelines.
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Build trusted relationships with senior customer stakeholders, including Directors, Vice Presidents, and C-level executives.
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Track implementation progress, customer adoption, engagement metrics, and onboarding health using CRM and customer success platforms.
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Ensure smooth customer transition from implementation to the long-term Customer Success/Account Management team after successful go-live.
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Continuously identify opportunities to improve implementation processes, customer experience, and onboarding best practices.
Ideal Candidate
- Robust Implementation Project Manager/Customer success manager with B2B SaaS exposure and major KRA as client onboarding
- Mandatory (Experience 1): Must have 3+ years of experience in Customer onboarding/ Implementation with at least recent 2+ years in B2B SaaS product companies
- Mandatory (Exper