Onboarding & Implementation Manager to lead customer implementations across
US & EMEA
. The role will manage delivery performance, customer escalations, team leadership, and cross-functional execution to ensure smooth and timely go-lives.
Key Responsibilities
- Lead end-to-end customer onboarding and implementation.
- Manage customer escalations and ensure timely resolution.
- Lead and mentor
Implementation Specialists and Business Analysts
.
- Track delivery KPIs, timelines, risks, and project health.
- Partner with
Sales, Customer Success, Product, and Engineering teams.
- Drive process improvements, SOPs, and implementation best practices.
- Manage senior customer stakeholders and executive-level communication.
- Support implementations involving
Salesforce, AI, chatbots, voice, and integrations
.
Requirements
- 8–12 years of experience in SaaS implementation, professional services, or technical delivery.
- 3+ years of people management experience.
- Strong knowledge of the
Salesforce ecosystem
.
- Experience managing complex implementations across multiple geographies.
- Robust customer escalation and stakeholder management skills.
- Excellent communication and presentation skills.
- Comfortable working in
US/EMEA business hours
.
Preferred
- Experience with
Conversational AI, Voice Bots, Messaging, or Contact Center technologies
.
- Familiarity with
Jira and delivery KPI frameworks
.
- Exposure to
AI/Agentic platforms and integrations
.
📌 Onboarding & Implementation Manager (Pune)
🏢 Talentmatics
📍 Pune
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