Senior Implementation Manager

As our Senior Implementation Manager , you will lead end-to-end digital implementations for SmartQ's marquee and complex enterprise accounts. You will drive implementation strategy, oversee large-scale rollouts, build strong stakeholder relationships, and ensure seamless project execution. As the key escalation point for implementation risks, timelines, and client satisfaction, you will also mentor Implementation Engineers and champion delivery excellence across your portfolio. As our Senior Implementation Manager , you will lead end-to-end digital implementations for SmartQ's marquee and complex enterprise accounts. You will drive implementation strategy, oversee large-scale rollouts, build strong stakeholder relationships, and ensure seamless project execution. As the key escalation point for implementation risks, timelines, and client satisfaction, you will also mentor Implementation Engineers and champion delivery excellence across your portfolio. 1. Implementation & Mobilization Leadership • Own end-to-end planning and execution of SmartQ platform implementations and mobilizations for large / multi-location or strategic client accounts, remotely and on-site. • Define the implementation roadmap, milestones, and rollout sequencing for new sites/launches, and track delivery against them. • Lead app configuration, menu detailing, and UX verification standards across the portfolio, and sign off on readiness before go-live. • Anticipate and mitigate implementation risks (technical, operational, or stakeholder-related) before they impact go-live timelines. 2. Client & Stakeholder Management • Act as the senior point of contact for decision-makers, site managers, and ground-level operations staff across assigned accounts. • Manage client expectations proactively on deliverables, timelines, and scope — including difficult or escalated conversations. • Maintain ownership of customer issues through to resolution, escalating internally only where necessary and driving closure. • Represent SmartQ in senior client reviews, governance calls, and mobilization planning discussions. 3. Team Enablement & Quality Oversight • Guide, review, and mentor Implementation Engineers on solution design, documentation quality, and client communication. • Train client users and internal teams on SmartQ platform usage, ensuring consistent adoption standards across sites. • Create and maintain user manuals, process documents, and solutioning templates that can be reused across implementations. • Establish and monitor quality benchmarks for configuration, testing, and issue resolution across the implementation team. 4. Documentation, Reporting & Process • Own structured documentation for client communications, solution design, and reporting to internal and client leadership. • Provide inputs into pre-sales solutioning and post-sales service design based on field experience and client feedback. • Maintain and continuously improve knowledge of SmartQ products, services, policies, and procedures, and cascade updates to the team. • Ensure all customer queries are investigated and resolved within SLA, escalating appropriately and tracking resolution ownership. Experience & Skills Required Bachelor's degree with 5+ years of experience in enterprise implementation, project delivery, or account management. Strong stakeholder management, communication, and problem-solving skills. Experience leading client implementations and mentoring delivery teams. Ability to manage multiple projects, improve processes, and work with technology platforms. Willingness to travel across India; experience in SaaS, FoodTech, or enterprise technology is a plus. Message from CEO: We've come to realize that we're not merely in the B2B Food service industry; we're in the business of 'Capturing Hearts.' We find ourselves in a unique position to turn ordinary, mundane corporate cafeterias into places of pure delight, where individuals can freely express themselves, find inspiration, and share happiness. Such a profound transformation opportunity is a rare gift, where the purpose of our enterprise transcends the ordinary. If this vision resonates with you, we invite you to join us in our mission to spread joy and happiness in a world weighed down by stress and pressure. Together, let's play our part in making this world a more beautiful place. As our Senior Implementation Manager , you will lead end-to-end digital implementations for SmartQ's marquee and complex enterprise ... Senior Implementation Manager 1. Implementation & Mobilization Leadership • Own end-to-end planning and execution of SmartQ platform implementations and mobilizations for large / multi-location or strategic client accounts, remotely and on-site. • Define the implementation roadmap, milestones, and rollout sequencing for new sites/launches, and track delivery against them. • Lead app configuration, menu detailing, and UX verification standards across the portfolio, and sign off on readiness before go-live. • Anticipate and mitigate implementation risks (technical, operational, or stakeholder-related) before they impact go-live timelines. 2. Client & Stakeholder Management • Act as the senior point of contact for decision-makers, site managers, and ground-level operations staff across assigned accounts. • Manage client expectations proactively on deliverables, timelines, and scope — including difficult or escalated conversations. • Maintain ownership of customer issues through to resolution, escalating internally only where necessary and driving closure. • Represent SmartQ in senior client reviews, governance calls, and mobilization planning discussions. 3. Team Enablement & Quality Oversight • Guide, review, and mentor Implementation Engineers on solution design, documentation quality, and client communication. • Train client users and internal teams on SmartQ platform usage, ensuring consistent adoption standards across sites. • Create and maintain user manuals, process documents, and solutioning templates that can be reused across implementations. • Establish and monitor quality benchmarks for configuration, testing, and issue resolution across the implementation team. 4. Documentation, Reporting & Process • Own structured documentation for client communications, solution design, and reporting to internal and client leadership. • Provide inputs into pre-sales solutioning and post-sales service design based on field experience and client feedback. • Maintain and continuously improve knowledge of SmartQ products, services, policies, and procedures, and cascade updates to the team. • Ensure all customer queries are investigated and resolved within SLA, escalating appropriately and tracking resolution ownership. Experience & Skills Required Bachelor's degree with 5+ years of experience in enterprise implementation, project delivery, or account management. Strong stakeholder management, communication, and problem-solving skills. Experience leading client implementations and mentoring delivery teams. Ability to manage multiple projects, improve processes, and work with technology platforms. Willingness to travel across India; experience in SaaS, FoodTech, or enterprise technology is a plus. Message from CEO: We've come to realize that we're not merely in the B2B Food service industry; we're in the business of 'Capturing Hearts.' We find ourselves in a unique position to turn ordinary, mundane corporate cafeterias into places of pure delight, where individuals can freely express themselves, find inspiration, and share happiness. Such a profound transformation opportunity is a rare gift, where the purpose of our enterprise transcends the ordinary. If this vision resonates with you, we invite you to join us in our mission to spread joy and happiness in a world weighed down by stress and pressure. Together, let's play our part in making this world a more beautiful place.