Location: Bengaluru

Work mode: Remote

Type: full time

Experience: 8–14 years

Required skills: Customer Implementation, Customer Onboarding, Service Operations, Customer Success, Stakeholder Management, Process Improvement, Project Coordination, Reporting & Documentation, Ownership & Problem Solving.

VisioGen is a human-verified AI patient communication platform built for ophthalmology practices in the US market. The platform combines AI-assisted patient communication with clinical oversight to help improve patient engagement and consultation outcomes.

The role requires solid ownership of customer onboarding, implementation coordination, service operations, and cross-functional execution. You will work closely with Customer Success, Product, Operations, Engineering, Sales, and other stakeholders to understand customer requirements, coordinate implementation activities, track operational performance, resolve gaps, and continuously improve processes. The role is particularly suited for someone who can independently drive execution, manage multiple stakeholders, and ensure that customer requirements translate into effective operational outcomes.

What you'll do

- Lead customer onboarding and implementation activities for ZEISS VisioGen across US-based customer accounts.
- Own the implementation journey from initial customer requirements through go-live and transition into ongoing service operations.
- Work with customers to understand their workflows, requirements, operational challenges, and expectations from the VisioGen platform.
- Coordinate with Product, Engineering, Customer Success, Sales, Operations, and other stakeholders to ensure implementation activities are completed on time.
- Track implementation milestones, dependencies, open issues, and customer actions to ensure smooth and timely delivery.
- Establish and maintain service operations processes to ensure consistent customer experience after implementation.




- Monitor role-specific KPIs, service metrics, implementation performance, and customer outcomes, and provide regular reporting.
- Identify recurring implementation or service issues and work with relevant teams to develop root-cause-based improvements and scalable solutions.
- Maintain accurate customer documentation, implementation records, operational reports, SOPs, and process guidelines.
- Drive continuous process improvement and operational excellence, while supporting business growth and long-term customer success.

What we're looking for

- Bachelor’s degree in a relevant discipline with relevant professional experience.
- Experience in customer implementation, customer success, service operations, onboarding, or a similar customer-facing function.
- Experience managing end-to-end customer onboarding and implementation processes.
- Ability to understand customer requirements and translate them into clear implementation and operational plans.
- Experience coordinating with multiple cross-functional teams to deliver customer implementations successfully.
- Strong understanding of service operations, process management, issue resolution, and customer lifecycle management.
- Experience working with KPIs, operational metrics, reporting, and performance tracking.
- Strong documentation skills with the ability to maintain implementation plans, customer records, process documents, and operational reports.
- Ability to identify operational gaps, recurring customer issues, and opportunities for process improvement and service excellence.
- Strong stakeholder management skills with the ability to work with customers as well as internal Product, Engineering, Sales, and Customer Success teams.
- Demonstrated ability to independently take ownership of customer issues, follow-ups, and implementation deliverables.
- Experience in healthcare, SaaS, digital health, AI-enabled platforms, patient engagement, or technology-led customer implementations would be an advantage.

📌 Functional Lead - Customer Implementation & Service Ops (Bengaluru)
🏢 RemoteEngine
📍 Bengaluru