- At Xeno, we're reimagining CRM and Loyalty for leading retail and F&B brands.

- As Implementation Head, you'll not only drive how our customers go live successfully, but also shape how our product is adopted and evolves.

- This isn't just another implementation role - it's a career-defining leadership opportunity where you'll:

- Alongside implementation managers drive onboarding projects from requirements gathering to go-live, ensuring timely and high-quality delivery

- Act as the senior point of contact for enterprise clients, managing expectations, communication, and escalations

- Assist implementation managers in understanding the customer requirements, creating a solution architecture, aligning the integration approach & working on APIs/ UAT to ensure the implementation is completed.

- Collaborate with Sales, Product, and Engineering teams to scope requirements and drive product improvements

- Establish KPIs and governance mechanisms to track project health, risks, and client satisfaction.

- Drive process standardization, automation, and continuous improvement in implementation practices

- Build, mentor, and scale a high-performing implementation team with a culture of ownership and accountability

- Potentially lead a team of not just implementation managers, but also forward deployed engineers (who can help drive implementations from engineering pov)

- If you've ever wanted to blend your engineering background with strategic leadership and leave your mark on a fast-growing SaaS company - this role is built for you.

Key Responsibilities:

- Lead the customer implementation lifecycle: from requirements gathering and solution design to configuration, UAT, and go-live.

- Build, scale, and optimize implementation frameworks, playbooks, and best practices for different customer segments (enterprise, mid-market, F&B, retail).

- Engage with client leadership to understand business objectives, processes, and system architecture, and translate these into Xeno-enabled solutions

- Design and validate CRM workflows, data models, integrations, and automation rules that solve client-specific challenges.

- Partner with Product Managers & Engineers to influence the product roadmap based on recurring client needs, gaps, and industry best practices.

- Lead and mentor a team of Implementation Managers/Leads, ensuring a culture of accountability, speed, and precision

Requirements:

Educational Background: B. Tech / B. in Computer Science, Information Technology, or equivalent.

- Technical Depth: Prior experience in coding/development (e. , Python, Java, SQL, or similar) is a bonus.

- Proven track record of leading enterprise SaaS implementations (CRM, MarTech, RetailTech preferred).

- Strong project management and stakeholder management skills.

- Experience building and scaling implementation processes & teams in a high-growth SaaS environment