Implementation Roles & Responsibilities
Client On boarding & Implementation
Lead end-to-end on boarding for current clients.
Gather, document, and validate business requirements and success criteria.
Define implementation timelines, milestones, and deliverables.
Conduct in office client visits (if required) for requirement gathering and stakeholder alignment.
Project Ownership
Own the complete project lifecycle from kickoff to go-live.
Act as the single point of contact for all client communication.
Ensure delivery within scope, timeline, and quality standards.
Platform Setup & Configuration
Configure the CRM platform aligned with client workflows and business processes.
Customize modules, automation, and integrations as per agreed scope.
Ensure scalability and best practices in system design.
Testing & Quality Assurance
Perform functional and scenario-based testing aligned with business use cases.
Ensure system stability, accuracy, and readiness before deployment.
User Acceptance Testing (UAT)
Plan, coordinate, and drive UAT with stakeholders.
Capture feedback, manage iterations, and secure sign-off.
User Training & Enablement




Deliver structured training programs for end users and admins.
Provide documentation, SOPs, and best practices.
Enable clients to independently operate and scale usage.
Go-Live Planning & Execution
Develop and execute a structured go-live plan.
Ensure risk mitigation and smooth transition to production.
Post Go-Live Handover
Ensure seamless transition to support/customer success teams (if applicable).
Share documentation, configurations, and key account insights.
Support Oversight (L2 Monitoring)
Ensure all support tickets for assigned accounts are tracked and resolved within defined SLAs.
Monitor ticket progress and follow up with internal support teams for timely closure.
Act as a second-level escalation point for critical or delayed issues.
Ensure proactive communication and updates are provided to clients.
Identify recurring issues and coordinate with internal teams for permanent fixes.
Stakeholder & Internal Collaboration
Work closely with product, support, engineering, and sales teams.
Provide structured feedback to improve product and service delivery.

📌 Csm Executive Chennai
🏢 RSoft Technologies
📍 Chennai