Implementation & customer support lead | 3-5 yrs | b2b fintech startup | saas | bengaluru | pre series a

<p> About Meta Morph: </p><p> We at Meta Morph, empower startups to scale and innovate by placing people at the center of their strategy. With a proven track record of supporting over 220 startups, we specialize in aligning talent with organizational needs, enhancing employee skills, and transforming employer brands. Our data-driven insights fuel decision-making and provide comprehensive support for both acquisition and being acquired, ensuring you are covered from every angle—360° </p><p> About Our Cli ent : </p><p> Our client is an AI-powered finance automation platform that streamlines and modernizes financial operations, offering a unified solution integrating bill payments, smart banking, AI-driven accounting, expense management, and treasury service . </p> <p> What you'll get to do in this role: </p> <p>● Lead end-to-end implementation for new customers, ensuring a smooth and timely go-live. </p> <p>● Manage and mentor a team of Implementation &amp; Support Associates, driving high-quality execution. </p> <p>● Own customer support operations, ensuring best-in-class response and resolution times. </p> <p>● Act as the primary escalation point for complex customer issues and drive timely resolutions. </p> <p>● Build scalable onboarding, support, and operational playbooks as the company grows. </p> <p>● Partner with Product and Engineering to resolve customer issues and influence the product roadmap. </p> <p>● Track and improve key operational metrics such as implementation timelines, SLA adherence, CSAT, and resolution time. </p> <p>● Identify opportunities to automate workflows and leverage AI to improve customer operations. </p> <p>● Lead customer change management to drive stakeholder alignment, support adoption, and a successful go live. </p> <p>● Collaborate closely with Sales and Customer Success to ensure seamless customer handoff s and adoption. </p> <p> We're looking for someone who </p> <p>● Has 3-5 years of experience in Saa S implementation, customer support, solutions engineering, or customer operations. </p> <p>● Has managed customer-facing teams and enjoys coaching and developing people. </p> <p>● Is highly organized and can manage multiple implementations and priorities simultaneously. </p> <p>● Is technically curious and comfortable troubleshooting product, ERP, Bank and integration-related issues. </p> <p>● Has exceptional communication and stakeholder management skills. </p> <p>● Takes ownership, thrives in a fast-paced startup environment, and enjoys solving customer problems. </p> <p>● Experience with ERP systems, finance workflows, or B2 B Saa S products is a strong plus. </p> <p></p> <p></p> <p></p>