Customer Success Implementation Manager

As a Project Implementation & Business Analysis professional at our company, you will play a crucial role in leading and overseeing the end-to-end project implementation lifecycle for both new and existing clients. Your responsibilities will include finalizing Business Requirement Documents (BRD), developing and executing implementation plans, mapping customer processes, conducting gap analysis, and providing recommendations to enhance operational efficiency.

Key Responsibilities:

• Lead and oversee the end-to-end project implementation lifecycle for new and existing clients.
• Finalize Business Requirement Documents (BRD) and obtain necessary approvals/sign-offs.
• Develop and execute implementation plans, ensuring alignment with client objectives.
• Map customer processes (flow charts, SOPs) and align them with our solutions.
• Conduct gap analysis and provide recommendations to enhance operational efficiency.

In your role, you will also be responsible for customer success and relationship management. This includes serving as the primary point of contact for customers, fostering strong relationships with C-level executives and key stakeholders, and proactively identifying challenges to optimize customer experience. Additionally, you will monitor customer health scores to ensure product utilization and satisfaction.

Furthermore, you will be in charge of project documentation and reporting, maintaining detailed project documentation, providing regular project status updates to internal teams and clients, and tracking key project metrics to ensure timely execution and quality delivery.

You will also be involved in process optimization and internal collaboration, identifying areas for improvement and implementing best practices. Working cross-functionally with product, sales, and tech teams, you will drive innovation and contribute to internal process improvement initiatives and team knowledge sharing.

Key Requirements:

• 2+ years of experience in customer success, business analysis, or project management.
• Strong understanding of project implementation methodologies and process mapping.
• Experience in preparing and finalizing BRDs, project documentation, and implementation plans.
• Proficiency in MS Excel, project management tools (JIRA, Asana, Trello, etc.).
• Excellent communication, problem-solving, and stakeholder management skills.
• Ability to analyze data, derive insights, and present findings to clients and internal teams.
• Strong emotional intelligence, adaptability, and a customer-centric mindset.

Key Performance Indicators:

• Customer onboarding & activation TAT
• Project implementation success rate
• BRD completion & approval timelines
• Customer engagement & product adoption rates
• CSAT (Customer Satisfaction) score
• Process improvement contributions

Bonus Points:

• Knowledge of the logistics and supply chain industry.
• Experience in business process automation and digital transformation projects.
• Familiarity with CRM tools (Salesforce, HubSpot, Zoho, etc.).

Please note that the work type for this position is full-time with a pay scale ranging from 700,000.00 to 1,500,000.00 per year. The work location is a hybrid remote setup in Thane, Maharashtra (Thane). As a Project Implementation & Business Analysis professional at our company, you will play a crucial role in leading and overseeing the end-to-end project implementation lifecycle for both new and existing clients. Your responsibilities will include finalizing Business Requirement Documents (BRD), developing and executing implementation plans, mapping customer processes, conducting gap analysis, and providing recommendations to enhance operational efficiency.

Key Responsibilities:

• Lead and oversee the end-to-end project implementation lifecycle for new and existing clients.
• Finalize Business Requirement Documents (BRD) and obtain necessary approvals/sign-offs.
• Develop and execute implementation plans, ensuring alignment with client objectives.
• Map customer processes (flow charts, SOPs) and align them with our solutions.
• Conduct gap analysis and provide recommendations to enhance operational efficiency.

In your role, you will also be responsible for customer success and relationship management. This includes serving as the primary point of contact for customers, fostering strong relationships with C-level executives and key stakeholders, and proactively identifying challenges to optimize customer experience. Additionally, you will monitor customer health scores to ensure product utilization and satisfaction.

Furthermore, you will be in charge of project documentation and reporting, maintaining detailed project documentation, providing regular project status updates to internal teams and clients, and tracking key project metrics to ensure timely execution and quality delivery.

You will also be involved in process optimization and internal collaboration, identifying areas for improvement and implementing best prac