Role: Account Executive / Implementation Manager

Experience: 5+ years

Location: Bangalore (on-site)

Shift Timings: Flexible (should be available in PST time zone)

Job Description:

What You'll Do:

Client Onboarding & Implementation

- Lead end-to-end onboarding of new clients from kickoff to go-live

- Conduct discovery sessions to understand each client's project workflows, materials management, labour operations, and delivery constraints

- Configure and deploy the platform to fit the client's operational structure

- Build implementation plans with clear timelines, milestones, and accountability

- Train client teams; site managers, project leads, procurement heads, and operations staff

- Create SOPs, training materials, and documentation tailored to each client

- Identify and resolve adoption blockers before they escalate

- Hand off smoothly to ongoing account management once the client is live

Account Management & Client Success

- Own a portfolio of active accounts post go-live as the primary point of contact

- Build strong, trust-based relationships with key stakeholders at every level from on-ground teams to senior leadership

- Conduct regular check-ins, business reviews, and platform health assessments

- Monitor usage and proactively address disengagement or underutilisation

- Align Merlin's evolving capabilities to each client's changing operational needs

- Coordinate with product, engineering, and support teams on behalf of clients

- Ensure renewals are handled smoothly and identify organic expansion opportunities

- Relay structured client feedback to the product team to influence the roadmap

What We're Looking For:

- 2+ years of experience in any combination of: implementation, onboarding, account management, client servicing, project coordination, or customer success

- Prior exposure to SaaS, construction, real estate, infrastructure, or operations-heavy industries is a strong advantage

- Strong project management skills able to run multiple client onboardings and accounts simultaneously

- Structured thinker who can map complex workflows and translate them into platform configurations

- Relationship-first approach builds trust naturally and manages client expectations with confidence

- Excellent communication, documentation, and training skills (must)

- Familiarity with CRM, project management, or collaboration tools (HubSpot, Jira, Notion, Asana, or equivalent)

- Flexibility for PST overlap when needed (must)

What Success Looks Like:

- Clients go live on time with high adoption and minimal friction

- Accounts are healthy, engaged, and expanding their use of the platform

- Client issues are resolved proactively before they become escalations

- You are seen as a trusted operational partner by every client you manage