Head of Onboarding (Customer Success)

Role Overview: At Unbxd, we are looking for a Head of Implementation to lead a team of technical program managers/implementation specialists in successfully implementing Unbxd products for our global e-commerce clients. You will play a key role in setting strategic directions, ensuring operational excellence throughout the project lifecycle, and fostering strong relationships with key clients. Key Responsibilities: - Provide strategic leadership and mentorship to a team of Technical Program Managers, supporting their growth and success. - Oversee the entire portfolio of client implementations to ensure high-quality and on-time delivery of Unbxd solutions. - Define and optimize project management processes for large-scale SaaS implementations, focusing on efficiency and scalability. - Act as the executive point of contact for key client relationships, aligning Unbxd solutions with their business goals. - Establish and monitor key performance indicators (KPIs) for project delivery, customer satisfaction, and team performance. - Proactively identify and manage program-level risks, developing mitigation strategies and communicating effectively with stakeholders. - Drive continuous improvement initiatives based on client feedback and internal insights to enhance product offerings and implementation methodologies. - Foster cross-functional collaboration with Product Management, Engineering, Sales, and Customer Success to ensure seamless execution and client satisfaction. - Stay updated on industry trends, competitor activities, and emerging technologies to inform strategic decisions and maintain Unbxd's competitive edge. Qualification Required: - BE/BTech degree in software engineering or a related field. - 8+ years of experience in technical program/project management within a SaaS company, with at least 4+ years in a leadership role managing international customers. - Deep understanding of project management lifecycle in a SaaS context, with hands-on experience in APIs and SDKs. - Proven ability to build, mentor, and scale high-performing technical program management teams. - Passion for customer success and building enduring client relationships in the SaaS product space. - Strong strategic thinking, problem-solving, and decision-making skills with a focus on driving business impact. - Excellent written and verbal communication, negotiation, and presentation skills to influence at all levels. - Ability to thrive in a fast-paced environment, manage complex initiatives, and prioritize effectively. - Strong technical acumen and familiarity with various technologies to understand complex technical discussions and guide solutions.,