Lead end-to-end customer onboarding and implementation of a B2B SaaS platform, including requirements gathering, configuration, integrations, project planning, UAT, training, deployment, go-live, documentation, scope management, and handoff to Customer Success or Support.
Role: Implementation Engineer
Experience: 3–6 years
Location: Chennai, WFO
About the Role
We are looking for an Implementation Engineer to lead the successful onboarding, configuration, integration, and go-live of our SaaS platform for customers. The role requires a combination of technical understanding, project management, customer-facing communication, and problem-solving skills.
You will work closely with customers, Sales, Solutions Engineering, Product, Engineering, and Customer Success teams to translate business requirements into scalable technical implementations.
Key Responsibilities
- Own end-to-end customer implementation projects, from kickoff through go-live and handover.
- Understand customer business processes, requirements, workflows, and technical environments.
- Translate requirements into implementation plans, workflows, configurations, and technical specifications.
- Create and maintain project plans, WBS, timelines, milestones, dependencies, and risks.
- Configure the SaaS platform based on customer requirements and best practices.
- Gather and document integration requirements across CRM, HRMS, ERP, communication platforms, and other business systems.
- Work with REST APIs, webhooks, SFTP, data imports/exports, and third-party integrations.
- Conduct customer UAT, training, deployment, and go-live activities.
- Identify implementation risks, blockers, and scope changes and proactively communicate them to stakeholders.
- Review and manage SOW scope, ensuring implementation remains aligned with contracted deliverables.
- Develop implementation documentation, configuration guides, integration specifications, and handover documents.
- Ensure smooth transition from Implementation to Customer Success / Support after go-live.
Technical Skills
- Strong understanding of SaaS implementation methodologies.
- Working knowledge of REST APIs, JSON, webhooks, authentication, and API testing.
- Experience with integrations involving platforms such as Salesforce, HubSpot, Microsoft, HRMS/ERP systems, or similar enterprise applications.
- Ability to understand data structures, field mapping, workflows, and integration dependencies.
- Familiarity with tools such as Postman, Jira, Confluence, Excel/Google Sheets, or equivalent.
- Basic understanding of databases/SQL is an advantage.
Preferred Experience
- 3–6 years of experience in SaaS implementation, professional services, solutions engineering, technical consulting, or customer onboarding.
- Experience implementing B2B SaaS products for mid-market or enterprise customers.
- Experience working on projects involving APIs and third-party integrations.
- Experience in customer-facing technical roles is highly preferred.
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