Onboarding & Implementation Manager

This is a leadership role responsible for managing enterprise SaaS customer onboarding and implementation projects across the US and EMEA regions. The person will lead an implementation team, ensure smooth project delivery, manage customer escalations, and work closely with sales, customer success, product, engineering, and support teams to deliver successful implementations.

Responsibilities:

• Lead end-to-end customer onboarding and implementation delivery.
• Manage implementation planning, execution, and customer go-live.
• Handle critical customer escalations and ensure timely resolution.
• Lead and mentor onboarding specialists and business analysts.
• Conduct delivery reviews and strategic planning sessions.
• Standardize implementation processes, SOPs, and playbooks.
• Track delivery KPIs such as on-time implementations, project cycle time, customer escalations, rework percentage, and engineering effort.
• Partner with product teams by sharing customer feedback and influencing product improvements.
• Drive continuous process improvements to improve customer experience.

Requirements:

• 8-12 years in Customer Implementation, Professional Services, Technical Delivery, or Customer Onboarding.
• At least 3 years managing implementation/onboarding teams.
• Strong enterprise SaaS implementation experience.
• Hands-on knowledge of Salesforce Sales Cloud, Salesforce Service Cloud, and Salesforce Marketing Cloud.
• Experience handling enterprise customers and executive stakeholders.
• Strong cross-functional collaboration with Engineering, Product, Sales, Customer Success, and Support.
• Excellent communication and leadership skills.
• Comfortable working US business hours.

Preferred Skills:

• Salesforce Certifications.
• Experience with conversational AI, chatbots, voice bots, or contact center platforms.
• Jira and Agile methodologies.
• APIs and enterprise integrations.
• Domain experience in healthcare, education, financial services, or mortgages.

Look for candidates who have:

• Led enterprise SaaS implementation or professional services teams.
• Managed customer onboarding across global markets (US/EMEA).
• Strong Salesforce implementation experience.
• Experience managing enterprise customer escalations.
• Team leadership experience with cross-functional stakeholder management.
• Exposure to AI, automation, and enterprise integrations.