We are looking for a highly driven and solution-oriented Implementation Manager to lead end-to-end software implementation and solution delivery for our SaaS product. This role will act as the bridge between clients, internal product teams, and support teams to ensure seamless onboarding, successful implementation, and high customer satisfaction.
The ideal candidate will possess strong technical understanding of SaaS products, CRM implementation, API integrations, troubleshooting, and stakeholder management. They should be capable of managing multiple accounts, handling escalations, resolving implementation roadblocks, and driving successful product adoption.
Key Responsibilities:
End-to-End Implementation Management
- Own the complete implementation lifecycle from project kickoff to successful go-live.
- Manage onboarding of new customer accounts and ensure timely implementation.
- Gather and understand client business requirements, workflows, and expectations.
- Translate client requirements into implementation plans and execution strategies.
Product Delivery & Solutioning
- Configure and customize CRM solutions based on customer requirements and workflows.
- Ensure seamless alignment of product capabilities with customer business processes.
- Coordinate with Product, Engineering, and Support teams for implementation success.
- Drive smooth deployment of software solutions with minimal disruption.
Integration & Technical Support
- Manage CRM and software integrations with client systems using APIs and third-party tools.
- Perform API validation and testing using tools like Postman.
- Troubleshoot technical issues related to integrations, workflows, and system configurations.
- Monitor technical dependencies and proactively resolve blockers.
Account & Escalation Management
- Track onboarding accounts and monitor implementation progress across active projects.
- Identify unsatisfied, delayed, or pending accounts and take proactive corrective action.
- Handle customer escalations with urgency and accountability.
- Ensure critical issues are addressed and closed within defined timelines.
Performance Monitoring & KPI Tracking
- Define, track, and report implementation KPIs and performance metrics.
- Monitor delivery timelines, ticket volumes, issue resolution rates, and customer satisfaction.
- Maintain implementation dashboards and status reports.
- Analyze trends to identify recurring issues and improvement opportunities.
Ticket & Support Management
- Oversee ticket management for implementation-related issues and support requests.
- Ensure proper prioritization, assignment, and closure of tickets.
- Monitor support roadblocks and ensure quick turnaround for issue resolution.
- Improve implementation support processes for efficiency and scalability.
Cross-Functional Collaboration
- Work closely with Sales, Customer Success, Product, and Engineering teams.
- Provide feedback to internal teams regarding customer pain points and enhancement requests.
- Contribute to process improvements and implementation best practices.
Required Skills & Qualifications
- Bachelor’s degree in Engineering, Computer Science, Information Systems, or related field.
- 4–8 years of experience in SaaS implementation, software delivery, or solutions consulting.
- Strong experience in CRM implementation and customization.
- Good understanding of API integrations and system workflows.
- Hands-on experience with Postman/API testing tools.
- Experience in handling implementation escalations and customer-facing delivery roles.
- Familiarity with ticketing and support management tools.
- Strong analytical and logical problem-solving skills.
- Excellent stakeholder management and communication skills.
Preferred Qualifications
- Experience in CRM/SaaS product companies.
- Exposure to workflow automation and business process mapping.
- Understanding of implementation lifecycle methodologies.
- Prior experience in customer onboarding and enterprise client management.
Pay: ₹500,000.00 - ₹800,000.00 per year
Benefits:
- Paid sick time
- Provident Fund
Work Location: In person
