Senior Customer Success Implementation Manager

GoComet · 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