Vice President / Head of Onboarding & Implementation
Operations | Bengaluru
Shape the journey that turns new clients into long-term success stories. As VP of Onboarding & Implementation, you’ll design and lead delivery frameworks that balance speed with precision, guiding teams and clients through smooth, high-stakes rollouts that set the tone for long-term success.
Key responsibilities include:
Team Leadership:
- Lead a team of 20-25 onboarding specialists, managing tasks and priorities to ensure smooth operations.
- Provide guidance, mentorship, and performance feedback to team members.
- Spearhead customer implementations by aligning team efforts with client requirements and deadlines.
Product Implementation:
- Drive the end-to-end onboarding of Digiicampus for educational institutions.
- Understand client-specific requirements, current processes, and workflows; suggest changes to implement best practices or solutions and workarounds within the platform to suit customer needs.
- Act as a functional expert/consultant to understand client-specific requirements and configure the platform accordingly.
- Ensure timely and seamless implementation, adhering to project timelines.
Stakeholder Collaboration:
- Work closely with institutional stakeholders to gather requirements and align expectations.
- Collaborate with internal teams, including product, engineering, and support, to deliver tailored solutions.
- Act as the primary point of contact for clients during the onboarding process.
Training and Adoption:
- Manage the training tasks of internal team members and external stakeholders to effectively use product features as per industry best practices.
- Conduct training sessions for institutional staff to ensure effective use of the DigiiCampus platform.
- Develop user guides, training materials, and FAQs for smooth product adoption.
Process Optimization:
- Identify gaps in onboarding processes and recommend improvements to enhance efficiency.
- Customize workflows and features to meet client-specific needs.
Issue Resolution:
- Address and resolve functional issues during the onboarding phase.
- Provide proactive support to ensure client satisfaction and successful go-live.
Reporting and Documentation:
- Maintain detailed records of onboarding activities, configurations, and client feedback.
- Regularly update stakeholders on progress, risks, and mitigation plans.
Continuous Improvement:
- Stay updated with product enhancements and updates from DigiiCampus.
- Share insights with the product team to influence future developments based on client feedback.
Qualifications:
- 10+ years of experience in functional consulting, SaaS onboarding, or program management roles.
- 5+ years experience in leading high-velocity teams.
- Strong project management and communication skills.
- Exceptional people management skills for customer engagements.
- Proficiency in understanding software solutions
Preferred:
- Familiarity with educational institution workflows and operations.
- Experience with tools such as Clickup, Jira, Confluence, or other project management platforms.