Implementation & Client Success Specialist

About the Role

We are seeking an experienced Implementation & Client Success Specialist to lead the onboarding, deployment, and ongoing coordination for our SaaS product. This role requires a strong blend of technical understanding, project management, and client relationship skills to ensure successful product adoption and customer satisfaction.

Key Responsibilities

• Lead end-to-end implementation of the SaaS product for new clients
• Understand client business processes and configure the solution accordingly
• Act as the primary point of contact for client coordination during and post-implementation
• Manage project timelines, deliverables, and stakeholder expectations
• Conduct requirement gathering, gap analysis, and solution mapping
• Coordinate with internal teams (product, development, support) to ensure smooth execution
• Provide product training, documentation, and user onboarding support
• Monitor client usage, adoption, and satisfaction levels
• Troubleshoot issues and ensure timely resolution
• Identify opportunities for upselling, cross-selling, and account growth

Required Skills & Qualifications

• Bachelor’s degree in Engineering, IT, Business, or related field
• 7–8 years of experience in SaaS implementation, client success, or project management
• Strong understanding of SaaS platforms, cloud technologies, and integrations
• Excellent communication and stakeholder management skills
• Proven experience in handling enterprise clients
• Strong problem-solving and analytical skills
• Experience with CRM/project management tools (e.g., Jira, Zoho, Salesforce, Asana)
• Ability to manage multiple projects simultaneously

Preferred Qualifications

• Experience in manufacturing / operations / enterprise SaaS solutions
• Knowledge of APIs, data integration, and basic technical workflows
• PMP, Scrum, or relevant project management certification

Key Performance Indicators (KPIs)

• Successful and timely project delivery
• Client satisfaction (CSAT/NPS)
• Product adoption and usage metrics
• Implementation cycle time
• Client retention and expansion

What We Offer

• Competitive salary and performance incentives
• Opportunity to work with enterprise clients
• Fast-paced and growth-oriented work environment
• Exposure to cutting-edge SaaS solutions