Unit Manager - Technology as a Business/... (Pune)

Job Purpose Technology has been established as a business vertical to build and commercialize enterprise-grade, AI-first (or AI-powered) solutions. These solutions are proven at scale within BFL, address real business problems that customers are willing to pay for, and are compliant with relevant regulations. By targeting global customers, the unit aims to achieve self-sufficiency within two years. Your role is to drive successful onboarding and implementation of customers across SaaS products, ensuring rapid activation, high product adoption, and consistent time-to-value. You are responsible for translating solution designs into configured, production-ready environments while delivering a seamless onboarding experience across both assisted and self-serve journeys. Beyond execution, you continuously optimize onboarding journeys using behavioral insights, instrumentation, and experimentation, with a strong focus on improving Time-to-First-Value (TTFV), adoption rates, and customer satisfaction (CSAT). In a SaaS environment, onboarding and implementation are critical levers of growth. Every onboarding experience directly influences:
- Customer activation, adoption, and long-term retention
- Time-to-First-Value (TTFV) and speed of value realization
- Implementation quality, scalability, and predictability
- Customer satisfaction across assisted and self-serve journeys This role is not just about executing onboarding-it is about ensuring customers realize value quickly, consistently, and at scale, while building repeatable, high-quality implementation processes that enable business growth. Duties and ResponsibilitiesA- Minimum required Accountabilities for this role 1. Onboarding Execution & Customer Activation
- Execute structured onboarding journeys for customers across assisted and self-serve channels
- Ensure smooth onboarding experience and timely activation for all users
- Drive early-stage product usage and ensure customers achieve initial value quickly
- Support in-app onboarding (tours, checklists, nudges) and lifecycle engagement during onboarding
- Track onboarding progress and ensure completion within defined timelines
- Product Configuration & Implementation
- Configure product environments, workflows, and use cases based on defined solution design
- Set up automation workflows, AI configurations, and relevant product features
- Perform integrations setup in coordination with Engineering and external systems
- Validate configurations and workflows through structured testing before go-live
- Ensure implementations are delivered within defined scope, timelines, and quality standards
- Go-live Readiness & Implementation Quality
- Ensure readiness for go-live including configuration completeness, testing validation, and customer alignment
- Deliver implementations with high quality, ensuring minimal defects and no critical issues post go-live
- Support early-stage issue resolution post onboarding and stabilize customer environment
- Maintain implementation quality standards across multiple products and customers
- Adoption, Monitoring & Risk Identification
- Monitor user behavior, onboarding progress, and product adoption signals
- Identify risks such as drop-offs, delays, or low engagement and take corrective actions
- Ensure customers reach key adoption milestones within defined timelines
- Proactively flag risks, dependencies, and delays to stakeholders
- Customer Communication & Engagement
- Maintain consistent communication with customers throughout onboarding and implementation lifecycle
- Execute lifecycle campaigns across email, in-app, and messaging channels
- Provide timely updates on onboarding progress, timelines, and dependencies
- Ensure high customer satisfaction through explicit, proactive, and structured engagement
- Process Adherence & Documentation
- Follow onboarding playbooks, checklists, SLAs, and implementation standards
- Document configurations, workflows, onboarding steps, and implementation learnings
- Maintain accurate records of onboarding progress and implementation status
- Ensure consistency and repeatability across onboarding and implementation processes
- Support development of playbooks for pooled and self-serve onboarding B- Additional Accountabilities pertaining to the role Functional Expectations
- Strong analytical skills to resolve complex issues with clear focus on customer impact
- Full ownership of assigned project end-to-end, with proactive customer communication
- Clear communication across technical and non-technical stakeholders
- Support optimization of onboarding journeys through testing, feedback loops, and behavioral insights
- Contribute to reducing Time-to-First-Value (TTFV) and improving onboarding efficiency
- Provide feedback to Product and Engineering teams for improvements Key Decisions / Dimensions
- Prioritize onboarding and implementation activities based on customer impact, timelines, and TTFV goals
- Decide configuration vs workaround vs escalation based on complexity and impact
- Identify and manage scope boundaries vs customer requests during implementation
- Determine when to escalate risks, delays, or technical dependencies to stakeholders
- Decide go-live readiness based on configuration completeness, testing, and customer preparedness
- Choose engagement approach (assisted vs automated) based on customer behavior and needs
- Recommend process, onboarding flow, or product improvements based on recurring issues and data insights Major Challenges
- Delivering fast Time-to-First-Value (TTFV) while maintaining implementation quality
- Managing ambiguity and variability across customer requirements and product capabilities
- Ensuring on-time, defect-free implementations with minimal post go-live issues
- Controlling scope, timelines, and effort despite cross-team and customer dependencies
- Driving activation and adoption across both assisted and self-serve onboarding
- Maintaining high CSAT at scale with limited touchpoints in pooled models
- Balancing standardization vs customization for scalability
- Proactively identifying and mitigating risks, delays, and drop-offs
- Maintaining clear, consistent, and trust-building communication with customers Required Qualifications and Experiencea) Qualifications
- Bachelor's degree in Engineering, Computer Science, IT, or related technical field b) Work Experience
- 2-5 years of experience in customer onboarding, implementation, or product/technical support roles in SaaS environments
- Experience in configuring products, workflows, and integrations for customer environments
- Exposure to customer lifecycle, onboarding journeys, or activation programs
- Familiarity with AI/LLM-based products and prompt configuration
- Experience working with APIs, integrations, and system workflows
- Experience in cross-functional collaboration with Engineering, Product, and Customer Success teams
- Ability to use AI tools, and write thorough prompts for different LLMs. Must-Have
- Strong understanding of SaaS onboarding and implementation processes
- Ability to configure workflows, features, and product environments
- Working knowledge of APIs, integrations, and system architecture basics
- Ability to analyze user behavior, onboarding metrics, and adoption signals
- Strong problem-solving skills to handle configuration issues and onboarding challenges
- Clear communication skills for customer interaction and stakeholder coordination
- High ownership mindset with focus on end-to-end onboarding outcomes
- Ability to manage multiple onboarding projects concurrently Nice-to-Have (Big Plus)
- Familiarity with analytics/product tracking tools (e.g., CleverTap, GA)
- Basic knowledge of SQL / data validation / data migration processes
- Experience with cloud environments (AWS / Azure / GCP)
- Experience in multi-product SaaS environments or scaling onboarding operations Locations
- Job Level: GB04
- Job Title: Senior Unit Manager
- Technology As A Business, Product Development Group
- Job Location:
- Country: India
- State: MAHARASHTRA
- Region: West
- City: Pune
- Location Name: Pune Corporate Office
- Mantri Tier Megapolis Apply on Kit Job: kitjob.in/job/4na36t