Implementation Manager

Play a major role in the post-sales process, owning project delivery, customer onboarding, and driving user adoption.

Key competencies: Expertise in the technical elements of Prodigal’s applications, project management/governance, attention to detail, and the ability to train and onboard customers and users.Success in this role will be demonstrated by on-schedule delivery/go-live, strong stakeholder management (internal and external), excellent verbal/written communication, and achieving KPIs like CSAT, accelerated time to launch, and time to value.

What you'll be expected to do:

• Timely Delivery & Project Management: Own the successful delivery of on-schedule implementations and go-lives, ensuring all items outlined in the customer's implementation package are completed. Drive customer calls and maintain strong project governance, including prompt documentation, internal and external stakeholder management, and flagging potential risks/blockers. Ensure a smooth transition to an accelerated path to value.


• User Onboarding & Support: Create and deliver customer training and onboarding programs that ensure successful adoption of Prodigal’s products and services. Provide ongoing support and ensure a smooth post-implementation experience, maximizing user engagement and satisfaction.


• Setting Up for Success: Learn customers' tech stacks, workflows, and goals, and suggest ways to use Prodigal’s solutions effectively to meet those goals.


• Adaptability: Thrive in a fast-paced, evolving environment with new and expanding product features. Quickly adapt to changes while maintaining focus on successful customer outcomes.


• Collaboration & Cross-Functional Communication: Work closely with internal engineering teams to break down customer problem statements and requirements into actionable tasks. Collaborate effectively with cross-functional teams to ensure timely delivery and excellent customer outcomes.


• Continuous Improvement: Identify and implement opportunities to improve implementation processes, client outcomes, and the overall customer experience.


• Rapid turnaround and prompt response times.
  
  

Requirements:

• Experience: 2+ years working with North American customers in a customer-facing role, preferably in a startup or high-growth B2B SaaS environment (e.g. Project Manager, Implementation Specialist, Onboarding Specialist, Digital Adoptions Specialist).


• Adaptability: Ability to thrive in fast-paced and ambiguous environments (taking quick decisions to move forward).


• Strong Project Governance: Skilled in maintaining project plans, managing customer communications, and being super responsive on emails and internal Slack threads. Ability to stay on top of details and ensure that all tasks are on track.


• Soft Skills: Strong relationship-building skills and the ability to communicate effectively with internal and external stakeholders. Ability to collaborate across teams, resolve conflicts, and contribute to a positive and productive work environment.


• Fluent English Skills: Advanced English language proficiency (verbal and written).


• Technical Aptitude: Familiarity with SaaS platforms, APIs, and integration concepts; ability to quickly learn new tools and technologies.


• Customer Focus: A passion for delivering exceptional customer experiences and building long-term client relationships.


• Flexible Hours: Willingness to work US hours (until 4:30 pm US Eastern Time).

Location: Mumbai (Hybrid)

• 1st 2 months - Everyday in office for training and collaborating closely with colleagues


• Hybrid (twice a week) after the first 2 months.

What's in it for you?

• GenAI experience – Work directly in the innovative field of GenAI, shaping groundbreaking projects that redefine consumer finance intelligence.


• World-class team – You'll get the chance to learn from (and teach) some of the brightest and most skilled people you'll ever meet. Our team members have been part of BCG, Blackstone, Meta, Amazon and are IIT, IIM, BITS alumnus.


• Continuous education – We sponsor and support training materials, books, courses, and exam fees for upskilling yourself in areas related to your role. We encourage you to continue learning and growing.


• Food at the office – Meals are on us. We won’t let your stomach grumble while you hustle.


• Health insurance – Health always comes first. The health of your family is as important to us as it is to you. We offer insurance coverage for both you and your family.


• Flexible schedule – We trust you to create the conditions for your own peak productivity. You’re free to set your own hours as long as you collaborate effectively with your team.


• Generous leave policy – Take all the time you need to recharge your batteries – no cap on vacation here. We believe in a rested, relaxed, and refreshed mind.
  
  

Sounds interesting? Apply below by sharing your resume and let's chat!