Role Overview
As an Implementation Manager, you will be responsible for leading complex customer onboarding projects, including strategic migrations from other platforms, and ensuring timely, high-quality go-lives. You will serve as the primary point of contact for customers during the onboarding phase, working cross-functionally with Sales, Product, Engineering, and Customer Success teams.
Responsibilities
- Own and drive end-to-end implementation projects for enterprise clients, from kickoff to full go-live
- Lead migration projects from competitor platforms, ensuring smooth data, audience, and campaign transfers
- Serve as a strategic partner to customers, helping them translate their business goals into actionable onboarding plans
- Define and track delivery metrics like Time to First Go-Live, Full Go-Live, Customer Happiness Score and others that are required by internal KPIs
- Conduct periodic meetings, provide regular progress updates, and manage customer expectations throughout the onboarding lifecycle
- Collaborate with Product and Engineering teams on feature enablement, integration, and technical problem-solving
- Proactively identify risks and issues, manage resolutions to maintain project timelines and customer satisfaction.
- Contribute to the standardization of implementation processes and creation of Gather and relay customer feedback to help improve onboarding and product experience
Experience Required
- 4 to 5 years of experience in Implementation Management, Professional Services, or Customer Success, preferably in SaaS or MarTech.
- Proven success leading complex customer onboarding projects, especially data-driven or API-heavy platforms.
- Strong stakeholder management and communication skills, with the ability to influence senior customers and internal stakeholders.
- Experience with project management tools like Rocketlane or Jira or similar
- Ability to juggle multiple priorities and deliver in a fast-paced, high-growth environment
- Solid understanding within the Fintech, Payments, E-commerce, or Financial Services domain
- Data-savvy and technically inclined able to understand API documentation, data mapping, and integration requirements
- Familiarity with customer engagement KPIs, omnichannel metrics, and onboarding benchmarks
- Individual contribution role, but a team player who thrives on collaboration, accountability, and continuous improvement
Location : Bangalore
Work Days : Monday - Friday
(ref:hirist.tech)
