Headline

Manager - Implementation & Onboarding, Snapmint | Ex- Narvar | Ex- Zenoti

About

Results-driven Implementation & Professional Services leader with 9+ years of experience delivering enterprise SaaS product implementations, customer onboarding programmes, and operational excellence at scale across fintech and B2B SaaS environments. Proven ability to build and lead high-performing teams (8+), architect go-live frameworks, and drive measurable business impact — including 99% implementation retention rate, $1M+ ARR contribution within 12 months, and 50% YoY revenue growth. Deep expertise in process automation, cross-functional stakeholder alignment, REST API integrations, and converting operational data into strategic interventions that reduce time-to-value, eliminate backlog, and improve CSAT at scale. Adept at influencing Product, Engineering, and Sales teams to deliver customer outcomes in Agile environments.

Location

Bengaluru

AI stack

claude code

claude

gemini

ChatGPT

Work experience

Manager - Implementation & Onboarding at Snapmint, Mar 2024 - Present · 2 yrs 9 mos, Bangalore, · Owned end-to-end post-sales onboarding, implementation, go-live, and hypercare for 650+ merchant accounts, achieving a 99% successful implementation rate and contributing ~50% YoY company revenue growth. · Delivered $1M+ incremental ARR within 12 months by accelerating merchant time-to-value and reducing average implementation cycle time through structured go-live frameworks. · Designed and deployed a scalable onboarding automation framework across Jira, Salesforce, and internal tooling — improving queue hygiene, data integrity, and operational throughput across teams. · Built, led, and developed a team of 8+ implementation specialists; defined performance KPIs, daily stand-up cadence, and structured escalation protocols to maintain SLA adherence. · Developed RACI matrix and cross-functional governance model aligning Sales, Product, Engineering, and Support on implementation milestones, go-live criteria, and hypercare handoffs. · Drove complex end-to-end technical integrations (REST APIs, payment gateway, eCommerce platforms) in collaboration with Engineering, ensuring zero-defect go-lives. · Established centralised reporting dashboards to track backlog, throughput, CSAT, and escalation trends — enabling data-driven prioritisation and executive visibility.

Senior Customer Engineer at Narvar, Mar 2023 - Mar 2024 · 1 yr 1 mo, Remote, · Managed a portfolio of 80+ strategic and enterprise accounts, achieving $1M+ ARR contribution within 12 months of joining and consistently exceeding quarterly targets. · Served as primary technical and strategic point of contact for enterprise clients, driving product adoption, resolving escalations, and maintaining high CSAT and NPS scores. · Diagnosed and resolved complex integration issues using API testing (Postman), log analysis, and cross-functional collaboration with Engineering — reducing mean time-to-resolution by identifying root causes rather than symptoms. · Designed and delivered customised training programmes and self-service documentation for customers, reducing post-go-live support ticket volume and improving product adoption. · Partnered with Sales and Product teams to translate customer feedback into upsell opportunities and product enhancements, driving expansion revenue on key accounts. · Built internal processes for proactive account health monitoring and early-warning escalation signals, preventing churn on strategic accounts.

Implementation Consultant at Narvar, Jan 2022 - Mar 2023 · 1 yr 3 mos, Bengaluru, Karnataka, India

Implementation Consultant at Zenoti, Apr 2021 - Jan 2022 · 10 mos, Hyderabad, · Managed SaaS implementation projects for 30+ enterprise accounts on the salon & spa management platform, delivering on-time go-lives aligned to client operational workflows. · Conducted requirements discovery workshops to map client business processes and configure product deployments, ensuring fit-for-purpose solutions. · Coordinated cross-functional project teams (Engineering, QA, Support) to maintain project timelines and resolve technical blockers pre-launch. Delivered end-user and admin training programmes that accelerated product adoption and reduced hypercare duration post go-live.

Senior Consultant at InSync Solutions, Oct 2020 - Apr 2021 · 7 mos

Implementation Consultant at InSync Solutions, Aug 2017 - Sep 2020 · 3 yrs 2 mos, Kolkata Area, India, Analyzed client's business requirements and processes through document and workflow analysis in detail. • Consulted with clients to outline the project scope and business and functionalities requirements, set expectations and goals, due dates and deliverable, to ensure timely completion of projects. • Analysed the key aspects of the business to evaluate the factors driving results and summarized the results into presentations. • Provided support for the software throughout the entire time after delivery and rectified issues and made the business process more automated and stable. • Obtained exposure in full life-cycle implementation with skills in executing the Software Development Life Cycle (SDLC) in compliance with quality control. • Investigated major issues by reviewing/debugging code, provided fixes and workarounds to make available, and provide existing software solutions. • Worked with developers to correct errors, upgrade interfaces, and improve performance rapidly. • Worked effectively with design teams to ensure software solutions and thereby improved client experience. • Compiled business requirements and transformed them into technical requirements to see that they met changing business needs. • Provided system maintenance and support procedures for detailed log files update, database tables, and stored procedures. • Lead and mentor team members for satisfactory delivery and provide support for the assigned projects. • Performed troubleshoot to identify software performance issues

Education

Bachelor of Technology, Computer Engineering, Calcutta Institute of Technology 177