Location Name: Pune Corporate Office - Mantri

Job Purpose

Technology has been established as a business vertical to build and commercialize enterprise-grade, AI-first (or AI-powered) solutions. These solutions are proven at scale within BFL, address real business problems that customers are willing to pay for, and are compliant with relevant regulations. By targeting global customers, the unit aims to achieve self-sufficiency within two years.

Your role is to drive successful onboarding and implementation of customers across SaaS products, ensuring rapid activation, high product adoption, and consistent time-to-value. You are responsible for translating solution designs into configured, production-ready environments while delivering a seamless onboarding experience across both assisted and self-serve journeys.

Beyond execution, you continuously optimize onboarding journeys using behavioral insights, instrumentation, and experimentation, with a strong focus on improving Time-to-First-Value (TTFV), adoption rates, and customer satisfaction (CSAT).

In a SaaS environment, onboarding and implementation are critical levers of growth. Every onboarding experience directly influences:

Customer activation, adoption, and long-term retention
Time-to-First-Value (TTFV) and speed of value realization
Implementation quality, scalability, and predictability
Customer satisfaction across assisted and self-serve journeys

This role is not just about executing onboarding—it is about ensuring customers realize value quickly, consistently, and at scale, while building repeatable, high-quality implementation processes that enable business growth.

Duties And Responsibilities

Support optimization of onboarding journeys through testing, feedback loops, and behavioral insights
Contribute to reducing Time-to-First-Value (TTFV) and improving onboarding efficiency
Provide feedback to Product and Engineering teams for improvements|A- Minimum required Accountabilities for this role
Onboarding Execution & Customer Activation
Execute structured onboarding journeys for customers across assisted and self-serve channels
Ensure smooth onboarding experience and timely activation for all users
Drive early-stage product usage and ensure customers achieve initial value quickly
Support in-app onboarding (tours, checklists, nudges) and lifecycle engagement during onboarding
Track onboarding progress and ensure completion within defined timelines
Product Configuration & Implementation
Configure product environments, workflows, and use cases based on defined solution design
Set up automation workflows, AI configurations, and relevant product features
Perform integrations setup in coordination with Engineering and external systems
Validate configurations and workflows through structured testing before go-live
Ensure implementations are delivered within defined scope, timelines, and quality standards
Go-live Readiness & Implementation Quality
Ensure readiness for go-live including configuration completeness, testing validation, and customer alignment
Deliver implementations with high quality, ensuring minimal defects and no critical issues post go-live
Support early-stage issue resolution post onboarding and stabilize customer environment
Maintain implementation quality standards across multiple products and customers
Adoption, Monitoring & Risk Identification
Monitor user behavior, onboarding progress, and product adoption signals
Identify risks such as drop-offs, delays, or low engagement and take corrective actions
Ensure customers reach key adoption milestones within defined timelines
Proactively flag risks, dependencies, and delays to stakeholders
Customer Communication & Engagement
Maintain consistent communication with customers throughout onboarding and implementation lifecycle
Execute lifecycle campaigns across email, in-app, and messaging channels
Provide timely updates on onboarding progress, timelines, and dependencies
Ensure high customer satisfaction through clear, proactive, and structured engagement
Process Adherence & Documentation
Follow onboarding playbooks, checklists, SLAs, and implementation standards
Document configurations, workflows, onboarding steps, and implementation learnings
Maintain accurate records of onboarding progress and implementation status
Ensure consistency and repeatability across onboarding and implementation processes
Support development of playbooks for pooled and self-serve onboarding

B- Additional Accountabilities Pertaining To The Role

Functional Expectations

Strong analytical skills to resolve complex issues with clear focus on customer impact
Full ownership of assigned project end-to-end, with proactive customer communication
Clear communication across technical and non-technical stakeholders

Key Decisions / Dimensions

Prioritize onboarding and implementation activities based on customer impact, timelines, and TTFV goals
Decide configuration vs workaround vs escalation based on complexity and impact
Identify and manage scope boundaries vs customer requests during implementation
Determine when to escalate risks, delays, or technical dependencies to stakeholders
Decide go-live readiness based on configuration completeness, testing, and customer preparedness
Choose engagement approach (assisted vs automated) based on customer behavior and needs
Recommend process, onboarding flow, or product improvements based on recurring issues and data insights

Major Challenges

Delivering fast Time-to-First-Value (TTFV) while maintaining implementation quality
Managing ambiguity and variability across customer requirements and product capabilities
Ensuring on-time, defect-free implementations with minimal post go-live issues
Controlling scope, timelines, and effort despite cross-team and customer dependencies
Driving activation and adoption across both assisted and self-serve onboarding
Maintaining high CSAT at scale with limited touchpoints in pooled models
Balancing standardization vs customization for scalability
Proactively identifying and mitigating risks, delays, and drop-offs
Maintaining clear, consistent, and trust-building communication with customers

Required Qualifications And Experience

Qualifications
Bachelor's degree in Engineering, Computer Science, IT, or related technical field
Work Experience
2–5 years of experience in customer onboarding, implementation, or product/technical support roles in SaaS environments
Experience in configuring products, workflows, and integrations for customer environments
Exposure to customer lifecycle, onboarding journeys, or activation programs
Familiarity with AI/LLM-based products and prompt configuration
Experience working with APIs, integrations, and system workflows
Experience in cross-functional collaboration with Engineering, Product, and Customer Success teams
Ability to use AI tools, and write thorough prompts for different LLMs.

Must-Have

Strong understanding of SaaS onboarding and implementation processes
Ability to configure workflows, features, and product environments
Working knowledge of APIs, integrations, and system architecture basics
Ability to analyze user behavior, onboarding metrics, and adoption signals
Strong problem-solving skills to handle configuration issues and onboarding challenges
Clear communication skills for customer interaction and stakeholder coordination
High ownership mindset with focus on end-to-end onboarding outcomes
Ability to manage multiple onboarding projects concurrently

Nice-to-Have (Big Plus)

Familiarity with analytics/product tracking tools (e.g., CleverTap, GA)
Basic knowledge of SQL / data validation / data migration processes
Experience with cloud environments (AWS / Azure / GCP)
Experience in multi-product SaaS environments or scaling onboarding operations

Unit Manager - Technology as a Business/Senior Unit Manager - Technology as a Business