Xeno - Senior Implementation Manager

Job Summary:

We are seeking an experienced and dynamic Senior Implementation Manager to lead end-to-end client onboarding and implementation projects for enterprise customers. This role requires strong project management skills, technical understanding of integrations and APIs, and the ability to manage senior stakeholders. As the senior leader in the implementation function, you will act as the primary point of contact for enterprise clients, drive solution design, manage escalations, and ensure that implementations are completed on time with the highest quality. You will also play a critical role in building, mentoring, and scaling the implementation team, while driving process standardization and continuous improvement.

Key Responsibilities:

- Act as the senior point of contact for key clients, managing communication, expectations, and escalations at all levels.

- Work closely with clients to understand business requirements and support solution architecture design, integration planning, and UAT activities.

- Collaborate with Sales, Product, and Engineering teams to define scope, resolve implementation challenges, and influence product improvements based on client feedback.

- Oversee integration efforts, including APIs, data migration, and system configurations, ensuring smooth implementation.

- Define and implement KPIs, governance mechanisms, and reporting structures to track project progress, identify risks, and ensure client satisfaction.

- Drive process excellence by establishing standard operating procedures, implementing automation where possible, and ensuring consistency across projects.

- Mentor and guide implementation managers and engineers, fostering a high-performance culture with accountability, ownership, and client success at its core.

- Lead and scale a blended team of implementation managers and forward-deployed engineers to deliver enterprise-grade implementations from both business and technical perspectives.

Required Skills and Qualifications:

- Strong experience in managing large-scale enterprise client implementations in SaaS, FinTech, or other enterprise software environments.

- Solid technical understanding of APIs, integrations, data mapping, and UAT processes.

- Proven track record of managing senior-level stakeholders and acting as a trusted advisor for enterprise clients.

- Excellent communication, presentation, and relationship management skills with the ability to handle complex client escalations.

- Strong leadership skills with experience in building, mentoring, and scaling implementation teams.

- Demonstrated ability to define KPIs, monitor performance, and drive continuous improvement in implementation practices.

- Strong problem-solving and analytical skills with a proactive approach to resolving challenges.