Snapmint - Implementation Manager - Customer Success (4-7 Yrs) Gurgaon/gurugram (after-sales/customer Service)
7 days ago
About Snapmint - India s booming consumer market has over 300 million credit-eligible consumers yet only 35million actively use credit cards At Snapmint we are building a better alternative to credit card that lets consumers buy now and pay later for a wide variety of products be it shoes clothes fashion accessories clothes or mobile phones We firmly believe that an enduring financial services business must be built on the bedrock of providing honest transparent and fair terms - Founded in 2017 today we are the leading online zero-cost EMI provider in India We have served over 10M consumers across 2 200 cities and are doubling year on year Our founders are serial entrepreneurs and alumni of IIT Bombay and ISB with over two decades of experience across leading organizations like Swiggy Oyo Maruti Suzuki and ZS Associates before successfully scaling and exiting businesses in patent analytics ad-tech and bank-tech software services Role Overview As an Implementation Manager you will be responsible for leading complex customer onboarding projects including strategic migrations from other platforms and ensuring timely high-quality go-lives You will serve as the primary point of contact for customers during the onboarding phase working cross-functionally with Sales Product Engineering and Customer Success teams Responsibilities - Own and drive end-to-end implementation projects for enterprise clients from kickoff to full go-live- Lead migration projects from competitor platforms ensuring smooth data audience and campaign transfers- Serve as a strategic partner to customers helping them translate their business goals into actionable onboarding plans- Define and track delivery metrics like Time to First Go-Live Full Go-Live Customer Happiness Score and others that are required by internal KPIs- Conduct periodic meetings provide regular progress updates and manage customer expectations throughout the onboarding lifecycle- Collaborate with Product and Engineering teams on feature enablement integration and technical problem-solving- Proactively identify risks and issues manage resolutions to maintain project timelines and customer satisfaction - Contribute to the standardization of implementation processes and creation of documentation templates- Gather and relay customer feedback to help improve onboarding and product experienceExperience Required - 4 years of experience in Implementation Management Professional Services or Customer Success preferably in SaaS or MarTech - Proven success leading complex customer onboarding projects especially data-driven or API-heavy platforms - Strong stakeholder management and communication skills with the ability to influence senior customers and internal stakeholders - Experience with project management tools like Rocketlane or Jira or similar- Ability to juggle multiple priorities and deliver in a fast-paced high-growth environment- Solid understanding within the Fintech Payments E-commerce or Financial Services domain- Data-savvy and technically inclined - able to understand API documentation data mapping and integration requirements- Familiarity with customer engagement KPIs omnichannel metrics and onboarding benchmarksindividual contribution role but a team player who thrives on collaboration accountability and continuous improvementLocation GurgaonWork Days Monday - Friday ref updazz com
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