Implementation Manager

3 weeks ago

Gurugram Gurugram India Snapmint Full time

Job Description

About Snapmint:

Indias 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 team

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 experience

Experience 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 benchmarks
- Individual contribution role, but a team player who thrives on collaboration, accountability, and continuous improvement

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