Job Description:

Onboarding & Implementation Manager (US & EMEA)

Location:

Work From Office (WFO)

Shift:

US Shift

Experience:

812 Years

About the Role:

We are looking for an experienced Onboarding & Implementation Manager to lead customer implementation delivery across the US and EMEA regions. This leadership role is responsible for ensuring predictable, scalable, and high-quality implementation outcomes while driving customer satisfaction and operational excellence.

You will lead a team of Onboarding & Implementation Specialists and Business Analysts, manage strategic customer escalations, and collaborate closely with Sales, Customer Success, Product, and Engineering teams to deliver successful SaaS implementations. Your focus will be on reducing time-to-value, improving delivery efficiency, and building a world-class implementation organization.

Key Responsibilities:

- Own end-to-end delivery health for customer implementations across the US and EMEA regions.

- Lead implementation planning, execution, and successful customer onboarding.

- Manage customer escalations and drive timely resolution with Engineering, Product, Support, and Customer Success teams.

- Lead, mentor, and develop a team of Onboarding & Implementation Specialists and Business Analysts through regular coaching, performance reviews, and career development.

- Conduct weekly delivery reviews, monthly business reviews, and quarterly strategic planning sessions.

- Partner with Sales and Customer Success teams to validate project scope, resource planning, implementation readiness, and delivery timelines.

- Establish standardized implementation processes, playbooks, templates, and SOPs to improve scalability and reduce implementation effort.

- Monitor and improve key delivery metrics:

1. On-time implementation percentage

2. Project cycle time

3. Customer escalations

4. Rework frequency

5. Engineering effort per implementation

- Act as the senior escalation point for strategic US and EMEA customers.

- Collaborate with Product teams by providing customer feedback, identifying capability gaps, and influencing product roadmap discussions.

- Coach teams on Salesforce-based implementations, messaging platforms, AI-powered solutions, chatbot deployments, voice automation, and integration best practices.

- Drive continuous process improvement initiatives to enhance delivery quality and customer experience.

Required Qualifications:

- 812 years of experience in Customer Implementation, Professional Services, Technical Delivery, or Customer Onboarding.

- Minimum 3 years of experience managing implementation or onboarding teams.

- Strong experience delivering enterprise SaaS implementations.

- Deep understanding of the Salesforce ecosystem:

1. Sales Cloud

2. Service Cloud

3. Marketing Cloud

- Salesforce Certifications are highly preferred.

- Proven experience managing complex, multi-region customer implementations.

- Strong experience handling customer escalations and executive stakeholder management.

- Experience collaborating cross-functionally with Engineering, Product, Sales, Customer Success, and Support teams.

- Excellent communication, presentation, and stakeholder management skills.

- Comfortable interacting with senior leadership and C-level customer stakeholders.

- Willingness to work US business hours.

Preferred Qualifications:

- Experience with conversational AI, messaging platforms, voice bots, or contact center technologies.

- Familiarity with Jira and Agile delivery frameworks.

- Experience working in Healthcare, Education, Financial Services, or Mortgage domains.

- Exposure to AI platforms, automation tools, APIs, and enterprise integrations.

Key Skills:

- Customer Implementation, Professional Services, SaaS Delivery, Customer Onboarding, Salesforce (Sales Cloud, Service Cloud, Marketing Cloud), Customer Success, Team Leadership, Stakeholder Management, Project Delivery, Delivery Operations, Escalation Management, Process Improvement, Business Analysis, Jira, Agile Methodology, AI & Chatbots, Voice Automation, API Integrations, Executive Communication.

Success Metrics:

- Predictable and on-time implementation delivery across US & EMEA.

- Reduced implementation cycle time and faster customer go-live.

- Lower customer escalations and improved customer satisfaction.

- Improved delivery efficiency and reduced implementation rework.

- High-performing implementation team with strong operational excellence.

- Increased customer adoption and faster time-to-value.