Manager, Implementation - IT Product
Leads a team of IT Product Specialists delivering complex customer implementations from kickoff through go-live, driving adoption and resolving technical escalations. The role requires customer-facing implementation leadership, corporate IT expertise, and experience with identity, device, and endpoint management technologies.
About the job
Responsibilities
- Lead a global team of approximately 7–8 IT Product Specialists, fostering accountability, professional development, and execution excellence.
- Lead client-facing IT implementations from kickoff through go-live, ensuring milestones are met and product adoption is maximized.
- Identify and mitigate implementation risks; serve as an escalation point for complex client implementations and technical issues.
- Collaborate with Sales, Technical Account Management, and Support teams to create a seamless customer journey.
- Partner with Product and Engineering to improve product functionality based on customer feedback.
- Monitor performance metrics and optimize KPIs, playbooks, and implementation frameworks for simplicity and efficiency.
Requirements
- 2+ years of professional experience directly managing teams in a customer-facing organization, such as Professional Services, Customer Implementation, or Technical Client Support.
- 5+ years of overall experience in customer onboarding or software implementation.
- Experience managing external customer relationships and project timelines.
- Strong foundational knowledge of corporate IT environments.
- Experience with or ability to coach teams working with MDM, identity provisioning, SSO, SAML, OIDC, zero-touch deployment, and endpoint lifecycle management.
- Familiarity with Google Workspace, Azure AD, and Okta.
- Track record of developing, tracking, and optimizing operational metrics, team capacity, and project timelines.
- Self-starter with a bias toward action and ability to work effectively in ambiguity and fast-paced environments.
Compensation and Benefits
- Hybrid role requiring work from the Bangalore office three days per week.
- Requires working EST/PST shifts.
Skills
MDM, Identity Provisioning, SSO, SAML, OIDC, Zero-Touch Deployment, Endpoint Lifecycle Management, Google Workspace, Azure Ad, Okta, Implementation Management, Project Management, Operational Metrics
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