Senior Implementation Manager

Role overview

Senior Implementation Manager at SmartQ - Bottle Lab Technologies

Responsibilities

• You will drive implementation strategy, oversee large-scale rollouts, build strong stakeholder relationships, and ensure seamless project execution.
• Lead app configuration, menu detailing, and UX verification standards across the portfolio, and sign off on readiness before go-live.
• Maintain ownership of customer issues through to resolution, escalating internally only where necessary and driving closure.
• Create and maintain user manuals, process documents, and solutioning templates that can be reused across implementations.
• 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.

Required qualifications

• Experience & Skills Required Bachelor's degree with 5+ years of experience in enterprise implementation, project delivery, or account management.

Employment details

• Location: Bengaluru [Karnataka] [India]

Additional role details

• As our Senior Implementation Manager , you will lead end-to-end digital implementations for SmartQ's marquee and complex enterprise accounts.
• 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 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.
• 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.
• 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.
• 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.
• 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.