Csm Executive

Rsoft Technologies Private Limited; Thiruvallur District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Rsoft Technologies Private Limited is seeking an Implementation Lead to guide client onboarding, define requirements, and manage end-to-end projects from kickoff to go-live. You will configure CRM platforms, customize modules, run testing and UAT, train users, plan Go-Live, and coordinate with product, support, and sales to ensure successful delivery and ongoing client success.

Successful candidates will own the project lifecycle, maintain strong client communication, and ensure delivery within

Responsibilities

• Lead end-to-end onboarding for new clients.
• Gather, document, and validate business requirements and success criteria.
• Define implementation timelines, milestones, and deliverables.
• Conduct on-site client visits (if required) for requirement gathering and stakeholder alignment.
• Own the complete project lifecycle from kickoff to go-live.
• Act as the single point of contact for all client communication.
• Ensure delivery within scope, timeline, and quality standards.
• Configure the CRM platform aligned with client workflows and business processes.
• Customize modules, automation, and integrations as per agreed scope.
• Ensure scalability and best practices in system design.
• Perform functional and scenario-based testing aligned with business use cases.
• Ensure system stability, accuracy, and readiness before deployment.
• Plan, coordinate, and drive UAT with stakeholders.
• Capture feedback, manage iterations, and secure sign-off.
• Deliver structured training programs for end users and admins.
• Provide documentation, SOPs, and best practices.
• Enable clients to independently operate and scale usage.
• Develop and execute a structured go-live plan.
• Ensure risk mitigation and smooth transition to production.
• Ensure seamless transition to support/customer success teams (if applicable).
• Share documentation, configurations, and key account insights.
• Ensure all support tickets for assigned accounts are tracked and resolved within defined SLAs.
• Monitor ticket progress and follow up with internal support teams for timely closure.
• Act as a second-level escalation point for critical or delayed issues.
• Ensure proactive communication and updates are provided to clients.
• Identify recurring issues and coordinate with internal teams for permanent fixes.
• Work closely with product, support, engineering, and sales teams.
• Provide structured feedback to improve product and service delivery.

Job description

Implementation Roles & Responsibilities

1. Client On boarding & Implementation

• Lead end-to-end on boarding for new clients.
• Gather, document, and validate business requirements and success criteria.
• Define implementation timelines, milestones, and deliverables.
• Conduct on-site client visits (if required) for requirement gathering and stakeholder alignment.

2. Project Ownership

• Own the complete project lifecycle from kickoff to go-live.
• Act as the single point of contact for all client communication.
• Ensure delivery within scope, timeline, and quality standards.

3. Platform Setup & Configuration

• Configure the CRM platform aligned with client workflows and business processes.
• Customize modules, automation, and integrations as per agreed scope.
• Ensure scalability and best practices in system design.

4. Testing & Quality Assurance

• Perform functional and scenario-based testing aligned with business use cases.
• Ensure system stability, accuracy, and readiness before deployment.

5. User Acceptance Testing (UAT)

• Plan, coordinate, and drive UAT with stakeholders.
• Capture feedback, manage iterations, and secure sign-off.

6. User Training & Enablement

• Deliver structured training programs for end users and admins.
• Provide documentation, SOPs, and best practices.
• Enable clients to independently operate and scale usage.

7. Go-Live Planning & Execution

• Develop and execute a structured go-live plan.
• Ensure risk mitigation and smooth transition to production.

8. Post Go-Live Handover

• Ensure seamless transition to support/customer success teams (if applicable).
• Share documentation, configurations, and key account insights.

9. Support Oversight (L2 Monitoring)

• Ensure all support tickets for assigned accounts are tracked and resolved within defined SLAs.
• Monitor ticket progress and follow up with internal support teams for timely closure.
• Act as a second-level escalation point for critical or delayed issues.
• Ensure proactive communication and updates are provided to clients.
• Identify recurring issues and coordinate with internal teams for permanent fixes.

10. Stakeholder & Internal Collaboration

• Work closely with product, support, engineering, and sales teams.
• Provide structured feedback to improve product and service delivery.