Job Description
Designation: Onboarding & Implementation Manager
Shift Timing: US
Work Mode: WFO
As Onboarding & Implementation Manager, you would own delivery health, customer escalations, and regional performance for our US and EMEA markets - currently the highest-volume regions in our global delivery portfolio. This is a leadership role responsible for ensuring that customer implementations are delivered predictably, at scale, and aligned to business outcomes.
The role works closely with Sales, Customer Success, Product, and Engineering teams to convert product capabilities into successful customer outcomes - reducing time-to-value, minimizing rework, and building a high-performance delivery organization.
Key Responsibilities
Own end-to-end delivery health for all active customer implementations in the US and EMEA regions
Manage customer escalations and drive resolution with engineering, product, and support teams
Lead a team of O&I Specialists and Business Analysts; conduct 1:1s, skip-levels, and performance reviews
Drive weekly delivery reviews (Green/Yellow/Red), monthly business impact reviews, and quarterly strategy alignment
Partner with Sales and CS to ensure scope realism, capacity alignment, and delivery readiness for upcoming deals
Identify capability gaps, surface product feedback, and represent the voice of delivery in roadmap discussions
Standardize implementation patterns, templates, and SOPs across the region to reduce repeated customizations
Track and report on delivery KPIs - on-time %, cycle time, rework frequency, engineering hours per project
Manage relationships with key US and EMEA customers as the senior delivery escalation point
Coach the team on Salesforce-native messaging implementations, AI/voice/chatbot deployments, and integration patterns
Required Qualifications
8-12 years of experience in customer-facing implementation, professional services, or technical delivery roles
3+ years of people management experience leading implementation/onboarding teams
Strong understanding of the Salesforce ecosystem (Sales Cloud, Service Cloud, Marketing Cloud); Salesforce certifications preferred
Proven track record managing complex SaaS implementations across multiple geographies
Experience managing customer escalations and working cross-functionally with Engineering, Product, Sales, and CS
Strong stakeholder management skills - able to operate confidently with C-level customers and internal leadership
Excellent communication skills (written and verbal); comfortable presenting to executive audiences
Working hours flexibility to cover US and EMEA business hours
Preferred Qualifications
Experience with messaging platforms, conversational AI, voice bots, or contact center technologies
Familiarity with Jira-based project tracking and delivery KPI frameworks
Experience in healthcare, education, financial services, or mortgage verticals
Exposure to AI/agentic platforms and integration tooling
What You'll Drive
Predictable, measurable delivery execution across US & EMEA
Faster customer go-lives and reduced time-to-revenue activation
Reduced escalations and stronger customer health scores
A motivated, capable team of implementation professionals
