"Urgent Hiring For Software Product Implementation Lead"

Key Requirements:

Job Description – Software Product Implementation Lead

Role Overview

We are looking for a Software Product Implementation Lead with 5–7 years of experience to own end-to-end implementation and support execution for assigned customers.

This is a hands-on ownership role, not a coordination position. The candidate will be responsible for driving implementations to closure, managing customer communication, and ensuring structured support operations while leading a small team.

Key Responsibilities

- Own complete implementation lifecycle for assigned customers (kick-off to go-live and closure)
- Drive multiple parallel implementations and ensure adherence to timelines (30–45 days)
- Ensure 100% ticket logging discipline and manage SLA-based support (response & closure)
- Handle customer communication independently, including review calls and escalations
- Clearly differentiate in-scope vs out-of-scope requests and prevent scope creep
- Convert out-of-scope requests into structured CR inputs / follow-ups
- Capture and document clear, actionable requirements for internal teams
- Coordinate with internal teams (development, product, support) and drive tasks to closure
- Manage 30–50+ tickets per month (team level)
- Lead a small team (2–3 members):
- Task assignment
- Daily tracking
- Ensuring SLA and process adherence
- Maintain implementation trackers, status updates, and progress visibility
- Ensure customer satisfaction through structured execution and clear communication
- Support Delivery Manager in status reporting and operational updates
- Identify recurring issues and provide inputs for product improvements
- Participate in UAT coordination and validation activities
- Contribute to process improvements, SOPs, and documentation
- Assist in onboarding and training new team members




- Ensure adherence to internal process, compliance, and documentation standards

Candidate Requirements

- Bachelor’s degree in Engineering / Computer Science / IT or related field
- Strong understanding of software product implementation and support lifecycle
- 5–7 years of total professional experience
- Minimum:
- 4 years in support operations (SLA-based)
- 3 years in implementation / onboarding projects
- Must have:
- Handled end-to-end implementation ownership
- Managed 30–50+ tickets/month (team level)
- Conducted 10+ customer meetings per month
- Worked in a customer-facing role (not coordination-only)
- Experience in a product company preferred

Skills

- Strong understanding of:
- Ticketing systems & SLA management
- Implementation planning and tracking
- Requirement gathering & documentation
- Ability to:
- Differentiate product vs customization
- Control scope and identify CRs
- Basic technical understanding of:
- Web applications / APIs / databases (SQL basics preferred)
- Familiarity with:
- Ticketing tools (Jira, Freshdesk, Zoho Desk, etc.)
- Project tracking tools
- Solid ownership mindset (drives closure, not just follow-ups)
- Excellent communication skills (clear, direct, structured)
- Ability to handle escalations and difficult conversations
- Confident in setting boundaries with customers (saying NO when required)
- High discipline and process adherence
- Strong team management and execution skills
- Ability to handle pressure and manage multiple priorities

What This Role Is Not

- Not a coordination-only role
- Not a passive ticket tracking role
- Not dependent on manager for customer handling
- Not limited to internal communication — requires direct customer ownership

Interested candidates kindly share your updated resume to [email protected]

Job Type: Full-time

Pay: From ₹1,000,000.00 per year

Work Location: In person

📌 Implementation Engineer (India)
🏢 Cogent Innovations (P
📍 India