Implementation Roles & Responsibilities

Implementation Roles & Responsibilities
1. Client On boarding & Implementation

• Lead end-to-end on boarding for new clients.
• Gather, document, and validate business requirements and success criteria.
• Define implementation timelines, milestones, and deliverables.
• Conduct on-site client visits (if required) for requirement gathering and stakeholder alignment.

2. Project Ownership

• Own the complete project lifecycle from kickoff to go-live.
• Act as the single point of contact for all client communication.
• Ensure delivery within scope, timeline, and quality standards.

3. Platform Setup & Configuration

• Configure the CRM platform aligned with client workflows and business processes.
• Customize modules, automation, and integrations as per agreed scope.
• Ensure scalability and best practices in system design.

4. Testing & Quality Assurance

• Perform functional and scenario-based testing aligned with business use cases.
• Ensure system stability, accuracy, and readiness before deployment.

5. User Acceptance Testing (UAT)

• Plan, coordinate, and drive UAT with stakeholders.
• Capture feedback, manage iterations, and secure sign-off.

6. User Training & Enablement

• Deliver structured training programs for end users and admins.
• Provide documentation, SOPs, and best practices.
• Enable clients to independently operate and scale usage.

7. Go-Live Planning & Execution

• Develop and execute a structured go-live plan.
• Ensure risk mitigation and smooth transition to production.

8. Post Go-Live Handover

• Ensure seamless transition to support/customer success teams (if applicable).
• Share documentation, configurations, and key account insights.

9. Support Oversight (L2 Monitoring)

• Ensure all support tickets for assigned accounts are tracked and resolved within defined SLAs.
• Monitor ticket progress and follow up with internal support teams for timely closure.
• Act as a second-level escalation point for critical or delayed issues.
• Ensure proactive communication and updates are provided to clients.
• Identify recurring issues and coordinate with internal teams for permanent fixes.

10. Stakeholder & Internal Collaboration

• Work closely with product, support, engineering, and sales teams.
• Provide structured feedback to improve product and service delivery.