Senior Customer Success Implementation Manager

GoComet · Maharashtra, India

Key Responsibilities:

Project Implementation & Business Analysis

Lead and oversee the end-to-end project implementation lifecycle for new and existing

clients.

Finalize Business Requirement Documents (BRD) and obtain necessary approvals/sign-

offs.

Develop and execute implementation plans, ensuring alignment with client objectives.

Map customer processes (flow charts, SOPs) and align them with GoComet's solutions.

Conduct gap analysis and provide recommendations to enhance operational efficiency.

Customer Success & Relationship Management

Serve as the primary point of contact for customers, ensuring seamless onboarding and

adoption.

Foster strong relationships with C-level executives (CXOs, COOs) and key stakeholders.

Work proactively to identify challenges and provide solutions to optimize customer

experience.

Monitor customer health scores, ensuring product utilization and satisfaction.

Project Documentation & Reporting

Maintain detailed project documentation, ensuring clarity and compliance.

Provide weekly/monthly project status updates to internal teams and clients.

Track key project metrics, ensuring timely execution and quality delivery.

Process Optimization & Internal Collaboration

Identify areas of process improvement and implement best practices.

Work cross-functionally with product, sales, and tech teams to drive innovation.

Contribute internal process improvement initiatives and team knowledge sharing.

Key Performing Index

Customer onboarding & activation TAT

Project implementation success rate

BRD completion & approval timelines

Customer engagement & product adoption rates

CSAT (Customer Satisfaction) score

Process improvement contributions