AVP Implementation & Customer Success

We are looking for experienced professionals to lead the successful implementation and adoption of our solutions across large Public Sector and Enterprise clients. The role begins once the Purchase Order (PO) is received and is responsible for ensuring seamless project initiation, implementation, stakeholder engagement, solution adoption, and successful customer onboarding.

The ideal candidate will work closely with Sales, Pre-Sales, Product, and Delivery teams to ensure smooth project execution while maintaining high customer satisfaction and identifying opportunities for account growth.

Key Responsibilities

• Take ownership of customer engagements from Purchase Order (PO) to successful Go-Live.
• Lead end-to-end implementation and deployment of enterprise solutions.
• Act as the primary point of contact for customers during implementation.
• Coordinate with Sales, Pre-Sales, Product, Engineering, and Delivery teams to ensure timely execution.
• Conduct project kick-off meetings, implementation planning, and governance reviews.
• Manage project timelines, risks, dependencies, and customer expectations.
• Ensure smooth solution configuration, deployment, testing, and user acceptance.
• Facilitate user training, knowledge transfer, and customer onboarding.
• Drive product adoption and ensure customers realize the expected business value.
• Resolve implementation challenges through cross-functional collaboration.
• Monitor implementation milestones and ensure delivery within agreed timelines and quality standards.
• Support Sales teams during customer transitions and strategic account expansion.
• Identify opportunities for upselling, cross-selling, and long-term account growth.
• Ensure high levels of customer satisfaction and build trusted relationships with key stakeholders.

Required Skills & Experience

Assistant Vice President

• 12+ years of experience in Implementation, Professional Services, Customer Success, Program Management, or Enterprise Delivery.
• Experience leading large-scale enterprise implementations for Public Sector, PSU, Banking, or large Private Sector organizations.
• Strong leadership experience managing cross-functional teams and strategic customer engagements.

Preferred Skills

• Experience implementing Enterprise Software, SaaS, Digital Transformation, FinTech, BFSI, or Government Technology solutions.
• Strong understanding of project management methodologies and implementation frameworks.
• Experience coordinating with multiple internal and external stakeholders.
• Ability to manage complex enterprise implementations with multiple workstreams.
• Excellent communication, presentation, and problem-solving skills.
• Knowledge of Agile, Waterfall, or hybrid delivery methodologies.
• PMP, PRINCE2, Scrum, or similar certifications are desirable.

Key Competencies

• Enterprise Implementation
• Customer Success
• Project Management
• Program Management
• Stakeholder Management
• Solution Deployment
• Customer Onboarding
• Professional Services
• Client Relationship Management
• Risk Management
• Cross-functional Leadership
• Change Management
• User Adoption
• Go-Live Management
• Delivery Excellence

Success Measures

• Successful on-time implementation of customer projects.
• Customer satisfaction and implementation experience.
• Project delivery within agreed scope, timeline, quality and costs.
• Product adoption and successful Go-Live.
• Customer retention and reference ability.
• Collaboration with Sales to support strategic account growth.
• Reduction in implementation issues and escalations.

Ideal Candidate Profile

A customer-focused implementation leader with experience managing enterprise deployments for large Public Sector and Private Sector organizations. The ideal candidate can seamlessly transition customers from sales to delivery, manage complex implementations, build trusted client relationships, and ensure customers achieve maximum value from the organization's solutions.