Manager – Implementation & Customer Onboarding
Enterprise SaaS · Lending Technology ·Customer Go-Lives
| Company | AllCloud Enterprise Solutions Private Limited |
| Location | Hyderabad, Telangana (on-site / hybrid as per company policy) |
| Department | Implementation & Customer Success |
| Reports to | Director |
| Designation | Manager – Implementation & Customer Onboarding |
| Experience | 7–10 years |
| Employment type | Full-time |
ABOUT ALLCLOUD
AllCloud is a Hyderabad-based, bootstrapped Unified Lending Technology company. We provide a cloud-native, API-first SaaS platform that digitizes the full loan lifecycle for NBFCs, banks, and fintechs — covering Loan Origination (LOS), Loan Management (LMS), collections & recoveries, co-lending, analytics, and compliance.
Our platform is used by 100+ financial institutions in India and international markets. We are Great Place to Work® certified and built around customer centricity, delivery excellence, and accountable ownership.
ROLE OVERVIEW
We are hiring a Manager – Implementation & Customer Onboarding to own end-to-end delivery of our enterprise SaaS product for new and expanding customers. You will lead multiple concurrent implementations, drive customer onboarding and training, manage integrations, and take accounts live with quality and predictability.
This is a hands-on leadership role. You will work closely with customers, Product, Engineering, Support, and Sales, and you will be accountable for go-live outcomes — not just project tracking.
KEY RESPONSIBILITIES
Implementation ownership
- Own multiple customer implementations in parallel from kick-off through production go-live.
- Translate customer lending processes (origination, underwriting, disbursement, servicing, collections) into product configuration, workflows, and integration designs.
- Define implementation plans, milestones, RACI, risks, and cutover / go-live checklists; keep delivery on time and within agreed scope.
- Lead requirement workshops, gap analysis, solution design, UAT, data migration / cutover, and hypercare after go-live.
Integration & solution delivery
- Drive implementation and integration of the AllCloud SaaS platform with customer systems and third-party services (KYC, bureaus, payment gateways, Account Aggregator, core banking / LMS, CRM, and other APIs).
- Work with Engineering and Product on configuration, API mappings, interface testing, defect triage, and production readiness.
- Ensure implementations meet security, data, and regulatory expectations relevant to lending institutions.
Customer onboarding, training & go-live
- Own the customer onboarding journey: environment setup, user and role setup, product configuration, master data, and operating-model alignment.
- Design and deliver structured customer training for business users, operations teams, and administrators; build reusable playbooks and training collateral.
- Lead go-live readiness reviews, cutover execution, war-room support, and post-go-live stabilization until the customer is independently running on the platform.
- Act as the primary delivery counterpart for customer stakeholders (IT, operations, credit, collections, and leadership).
Leadership, governance & continuous improvement
- Manage, coach, and allocate implementation consultants / analysts across a portfolio of accounts.
- Run weekly governance with internal leadership and customer sponsors; escalate risks early with clear options.
- Standardize onboarding and go-live methodology so delivery is repeatable as AllCloud scales.
- Capture product feedback from implementations and partner with Product on configuration, usability, and integration improvements.
- Protect delivery quality and customer trust — AllCloud’s reputation is built on successful live customers.
WHAT SUCCESS LOOKS LIKE
- Customers go live on committed timelines with clean cutovers and limited severity-1 issues.
- Onboarding and training enable customer teams to operate the product without heavy dependence on AllCloud after hypercare.
- Multiple implementations run in parallel with visible status, owned risks, and no surprise delays.
- Customers rate the implementation experience as professional, structured, and business-oriented.
- Implementation playbooks, checklists, and training assets improve with every engagement.
REQUIRED EXPERIENCE & SKILLS
- 7–10 years of total experience, with substantial time in implementation, onboarding, or professional services for an enterprise / B2B SaaS product.
- Proven ownership of customer onboarding and go-lives for multi-module enterprise software — preferably in fintech, lending, banking, NBFC, or adjacent BFSI platforms.
- Hands-on experience implementing and integrating SaaS products (APIs, file interfaces, SSO, webhooks, third-party fintech rails).
- Strong workshop, requirement, and stakeholder-management skills with CXO / HO / IT and operations teams at financial institutions.
- Ability to run several implementations at once: planning, prioritization, team allocation, and executive communication.
- Comfortable in a product company: working with Product and Engineering, not only with a services delivery factory.
- Excellent written and spoken English as well as Hindi; confident trainer and facilitator.
- Willingness to travel to customer locations as required for workshops, UAT, and go-lives.
- Prior Experience in SaaS or Product Based companies preferred.
PREFERRED QUALIFICATIONS
- Experience with loan origination, loan management, collections, or co-lending platforms.
- Familiarity with Indian lending operations and compliance context (KYC, bureaus, Account Aggregator, RBI-facing processes) is a strong plus.
- Prior people-management of implementation or onboarding teams.
- Exposure to project / program methods (Agile delivery, UAT governance, cutover planning) and tools such as Jira, Confluence, or equivalent.
- Graduate / postgraduate degree in Engineering, Business, or a related discipline.
AllCloud Enterprise Solutions Private Limited is an equal opportunity employer. We hire for capability, ownership, and values — Customer Centricity; Integrity, Accountability & Responsibility; Humility & Empathy; Excellence; and Collaboration.
