Senior Implementation Lead

Role Mission

Own complex customer implementations end-to-end at the account level — from kickoff through go-live and structured hypercare — delivering predictable, high-quality outcomes

through strong workflow design, execution discipline, scalable implementation practices, and

mentorship of junior implementation leads.

Core Responsibilities

1. Own end-to-end customer implementations at the account level: kickoff, milestones, risk management, go-live, and structured hypercare.
2. Lead workflow and solution design: translate complex customer requirements into scalable configurations across multiple modules.
3. Drive execution quality across the account: review work from Junior ILs and IEs, maintain documentation hygiene and validation readiness.
4. Manage customer delivery and communication at account level: run steering meetings, align senior stakeholders, manage expectations and escalations.
5. Mentor and develop Junior Implementation Leads: structured coaching on workflow design, delivery standards, and customer communication.
6. Support clean handoff to Customer Success: account-level summaries, open-item lists, adoption readiness documentation.
7. Create and delegate tasks to progress implementation
8. Improve implementation function scalability: build playbooks, templates, and checklists the team uses.
9. Coordinate with engineering to close platform issues and defects on time.
10. Complete hands-on execution tasks when delegation is not viable.

Must-Have Requirements

1. 4+ years in B2B SaaS implementation or solutions, ideally with enterprise or mid-market accounts
2. Has independently owned and delivered complex B2B SaaS implementations end-to-end at the account level — not just individual modules
3. Experience implementing software of comparable complexity in manufacturing, quality management, or similar process-heavy/regulated industries (either industry-specific or software-specific experience is required)
4. Hands-on operator — owns customer outcomes 100%, not the type who delegates and gets on calls
5. Can design workflows, manage multi-stakeholder delivery, and handle escalations without senior hand-holding
6. Proficient with low-code / no-code tools
7. Comfortable with US-based enterprise customers and late-evening working hours (Bangalore, US timezone alignment)
8. Strong written communication — produces clean documentation, account summaries, and handoff materials

Preferred :

• Direct experience in regulated industries: manufacturing, QMS, life sciences, aerospace, or automotive
• Experience in formally mentoring or developing junior implementation team members