What You'll Do
Client Onboarding & Implementation
- Lead end-to-end onboarding of new clients from kickoff to go-live
- Conduct discovery sessions to understand each client's project workflows, materials management, labour operations, and delivery constraints
- Configure and deploy the platform to fit the client's operational structure
- Build implementation plans with clear timelines, milestones, and accountability
- Train client teams; site managers, project leads, procurement heads, and operations staff
- Create SOPs, training materials, and documentation tailored to each client
- Identify and resolve adoption blockers before they escalate
- Hand off smoothly to ongoing account management once the client is live
Account Management & Client Success
- Own a portfolio of active accounts post go-live as the primary point of contact
- Build strong, trust-based relationships with key stakeholders at every level from on-ground teams to senior leadership
- Conduct regular check-ins, business reviews, and platform health assessments
- Monitor usage and proactively address disengagement or underutilisation
- Align Merlin's evolving capabilities to each client's changing operational needs
- Coordinate with product, engineering, and support teams on behalf of clients
- Ensure renewals are handled smoothly and identify organic expansion opportunities
- Relay structured client feedback to the product team to influence the roadmap
What We're Looking For
- 2+ years of experience in any combination of: implementation, onboarding, account management, client servicing, project coordination, or customer success
- Prior exposure to SaaS, construction, real estate, infrastructure, or operations-heavy industries is a strong advantage
- Strong project management skills able to run multiple client onboardings and accounts simultaneously
- Structured thinker who can map complex workflows and translate them into platform configurations
- Relationship-first approach builds trust naturally and manages client expectations with confidence
- Excellent communication, documentation, and training skills (must)
- Familiarity with CRM, project management, or collaboration tools (HubSpot, Jira, Notion, Asana, or equivalent)
- Flexibility for PST overlap when needed (must)
What Success Looks Like
- Clients go live on time with high adoption and minimal friction
- Accounts are healthy, engaged, and expanding their use of the platform
- Client issues are resolved proactively before they become escalations
- You are seen as a trusted operational partner by every client you manage
Pay: ₹600,000.00 - ₹1,200,000.00 per year
Work Location: In person
