MoEngage is seeking a highly skilled and experienced Senior Implementation Manager to lead complex customer onboarding projects, including strategic migrations from other platforms. If you have a proven track record in SaaS or MarTech implementation, excel at managing stakeholders, and are passionate about ensuring timely, high-quality go-lives for enterprise clients, this role is for you.
Key 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 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, and manage resolutions to maintain project timelines and customer satisfaction.
- Mentor and support junior IMs and act as a subject matter expert in key implementation workflows.
- Contribute to the standardization of implementation processes and creation of documentation/templates.
- Gather and relay customer feedback to help improve onboarding and product experience.
Requirements
- 7+ 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 customer and internal stakeholders.
- Experience with project management tools like Rocketlane or Jira.
- Ability to juggle multiple priorities and deliver in a fast-paced, high-growth environment.
- Solid understanding of marketing automation, CRM ecosystems, and campaign orchestration.
- Data-savvy and technically inclinedable to understand API documentation, data mapping, and integration requirements.
- Familiarity with customer engagement KPIs, marketing lifecycle metrics, and onboarding benchmarks.
- Individual contribution role, but a team player who thrives on collaboration, accountability, and continuous improvement.
Preferred Qualifications
- Experience with customer journey orchestration tools, push/email/SMS marketing tools, or analytics platforms.
- Hands-on experience using MoEngage (either in a previous role or as a client) is a major plus.
- PMP, CSM, or other project management certifications are advantageous.
What You'll Get
- A fast-paced, collaborative, and transparent work culture.
- Opportunity to work with global enterprise clients.
- Freedom to innovate and lead strategic initiatives.
- Competitive compensation and benefits package.
- Work with some of the best minds in the industry.
