Senior Manager – Implementation | ERP/SaaS

Ease Commerce; Indore District; On-site; INR 2,400,000 - 4,200,000; Full time

Job summary

Ease Commerce seeks an experienced Senior Manager – Implementation to lead end-to-end implementation, onboarding, and customer success for our SaaS/ERP platform. The ideal candidate has strong ecommerce domain expertise and a proven record of handling large enterprise accounts.

You will manage an implementation team, coordinate with Product, Engineering, Support, Sales, and Customer Success, and drive Go-Live and post-implementation support across enterprise and SMB clients.

Qualifications

• 7+ years of experience in Implementation, Onboarding, Customer Success, Consulting, or related roles.
• Mandatory experience in ERP/SaaS-based companies.
• Strong hands-on experience in the E-commerce domain is mandatory.

Responsibilities

• Lead end-to-end implementation and onboarding of Enterprise and SMB clients.
• Mentor a team of implementation/consulting professionals.
• Own project planning, Go-Live, and post-implementation support.
• Understand client business processes and translate them into SaaS/ERP solutions.
• Manage e-commerce integrations, marketplaces, APIs, logistics, inventory, and omnichannel workflows.
• Collaborate with Product, Engineering, Support, Sales, and Customer Success teams to meet client requirements.
• Drive implementation timelines and ensure SLAs are met.
• Manage escalations and maintain strong relationships with key enterprise customers.
• Identify upsell and cross-sell opportunities with CS/Sales.
• Establish implementation processes, SOPs, documentation, and quality standards.
• Track KPIs such as Go-Live timelines, adoption, NPS, retention, and customer satisfaction.
• Conduct client training, workshops, product demonstrations, and operational reviews.
• Continuously improve processes to increase implementation efficiency.

Skills

ERP/SaaS experience

E-commerce domain

Enterprise & SMB clients

Team mentoring

API integrations

Project management

Stakeholder management

Cross-functional collaboration

Tools

APIs

SaaS platforms

Job description

Company Description Ease Commerce is India’s #1 CRM software, offering an all-in-one platform that simplifies core business processes such as customer management, orders, inventory, tasks, accounts, and product listings. The company provides integrated solutions for task management, order and warehouse operations, payment reconciliation, product database management, customer support, and analytics. Its CRM is designed to help organizations boost productivity, improve operational efficiency, and enhance customer satisfaction from a single, unified dashboard. With robust data analytics and reporting, Ease Commerce enables businesses to convert information into actionable insights and drive sustainable growth.

Experience: 7+ Years

Domain: E-Commerce – Mandatory

About the Role

We are looking for an experienced Senior Manager – Implementation to lead end-to-end implementation, onboarding, and customer success initiatives for our SaaS/ERP platform. The ideal candidate should have strong e-commerce domain expertise, experience managing large enterprise accounts, and a proven track record of leading implementation teams.

Key Responsibilities

• Lead end-to-end implementation and onboarding of Enterprise and SMB clients.
• Manage and mentor a team of implementation/consulting professionals.
• Own project planning, execution, Go-Live, and post-implementation support.
• Understand client business processes and translate them into effective SaaS/ERP solutions.
• Manage e-commerce integrations, marketplaces, APIs, logistics, inventory, and omnichannel workflows.
• Work closely with Product, Engineering, Support, Sales, and Customer Success teams to resolve issues and deliver client requirements.
• Drive implementation timelines, ensuring projects are delivered within agreed SLAs.
• Manage escalations and maintain strong relationships with key enterprise customers.
• Identify opportunities for upselling, cross-selling, and account expansion in collaboration with Customer Success/Sales teams.
• Establish implementation processes, SOPs, documentation, and quality standards.
• Track implementation KPIs such as Go-Live timelines, adoption, NPS, retention, and customer satisfaction.
• Conduct client training, workshops, product demonstrations, and operational reviews.
• Continuously identify process gaps and implement improvements to increase implementation efficiency.

Required Skills & Experience

• 7+ years of experience in Implementation, Onboarding, Customer Success, Consulting, or related roles.
• Mandatory experience in ERP/SaaS-based companies.
• Strong and hands-on experience in the E-Commerce domain is mandatory.
• Experience handling Enterprise and SMB clients.
• Proven experience managing and mentoring large teams.
• Strong understanding of e-commerce operations, supply chain, inventory, order management, marketplaces, logistics, and omnichannel processes.
• Experience with API/integration projects and cross-functional technical teams.
• Strong project management, stakeholder management, and escalation-handling skills.
• Excellent communication, analytical, and problem-solving abilities.

Preferred Profile

Candidates from E-commerce SaaS, ERP, OMS, WMS, CRM, Supply Chain, Marketplace, or Omnichannel platforms will be preferred.