Meritto - Lead - Onboarding & Implementation

Lead-Onboarding & ImplementationA day in the life of this roleIn this role, you will lead client onboarding and product implementation from the front-owning the process end-to-end to ensure every client's journey starts with precision, speed, and satisfaction. You'll work hands-onto configure and deploy our product, collaborate across multiple internal teams, resolve challenges in real time, and ensure every solution delivered aligns with the client's unique requirements and business goal.We are looking for a hands-on executor with strong product knowledge to lead onboarding and product implementation for our clients. This is not a people-management role, but one that requires deep engagementwith client requirements, solution mapping, and active coordination with internal stakeholders. You will be the single point of contact for new accounts, driving collaboration, managing project timelines, and ensuring every onboarding delivers measurable value and a seamless client experience.The ideal candidate will have prior experience in SaaS onboarding, scope of work (SOW) validation, sales solutioning, project management methodologies, stakeholder engagement, and team coordination, with the ability to drive process discipline and continuous improvement.Key Roles & Responsibilities:Project Delivery, Product Deployment & Governance:- Execute and own the end-to-end onboarding and product implementation process for assigned accounts-covering discovery, configuration, deployment, testing, training, and go-live- Plan and execute onboarding projects by creating structured project plans, delivery milestones, and timelines.- Conduct project Kick-Off Calls with clients, validate Scope of Work (SOW), and align stakeholders.- Monitor and manage project progress, proactively identify risks, and implement mitigation plans.- Ensure proper handover post Hyper Care (Cool-Off) period to the Customer Success/Delivery team.Stakeholder & Team Coordination:- Collaborate with internal teams (Product, Implementation, Customer Success, Delivery, Tech) for seamless execution.- Assign project tasks to the respective teams based on skill sets, availability, and bandwidth.- Ensure cross-functional team alignment, process adherence, and timely escalation of roadblocks.- Sensitize internal teams about priority accounts and client expectations.Requirement Analysis, Sales Solutioning & Solution Mapping:- Deeply understand client problem statements, business objectives, and desired outcomes. Map these to existing product capabilities or identify gaps requiring custom solutions. - Collaborate with Product teams to align custom solutions with existing product features, ensuring feasibility and scalability.- Apply sales solutioning skills to recommend best-fit approaches that align with business goals.- Possess strong product understanding to map customer requirements and offer optimal solutions.Process Adherence & Change Management:- Follow established onboarding and change management processes while adapting them pragmatically for unique client situations. - Ensure project documentation, trackers, reports, and project artefacts are maintained diligently.- Identify process gaps, inefficiencies, and suggest improvements to scale and streamline operations.Reporting & Documentation:- Maintain and update project status reports, trackers, and account documents.- Generate weekly MIS dashboards and project health reports.- Ensure visibility of project progress to all stakeholders.Tool & Process Enablement:- Proficient in the use of onboarding/project management tools like Zoho Projects, Jira, or equivalent.- Manage and maintain project plans, trackers, and communication protocols through Google Sheets, Excel, and internal systems.What we're looking for:- 1-2 Years of relevant experience in the same role.- Experience in Customer Onboarding / Product Implementation / SaaS Implementation roles.- Proven experience in handling enterprise and mid-market client onboarding projects, including product deployment.- Expertise in using project management tools (Zoho Projects, Jira, Google Sheets, MS Excel).- Strong understanding of onboarding frameworks, scope of work management, change management processes, and stakeholder management.- Excellent communication, documentation, and cross-functional collaboration skills.- Ability to lead multiple onboarding projects, manage priorities, and drive accountability.- High attention to detail, process orientation, and strong problem-solving skills.- Exposure to the SaaS/CRM/EdTech industry is preferred. (ref:iimjobs.com)