Implementation Manager

Implementation Manager

Function: Customer Delivery & Implementation | Travel: As-Required (customer site) | Reports to: Head- AI Value Delivery

Mission

Own and deliver the customer roadmap, including AI use cases and platform features end to end. The Implementation Manager is the organization's principal representative at the customer, driving delivery, stakeholder coordination, adoption, and value tracking.

Role Overview

The Implementation Manager represents the organization on-site at the customer and acts as the single point of accountability for that customer's roadmap. This role owns the relationship between the customer and internal teams (engineering, solutioning, and platform) ensuring they are aligned and mobilized around agreed customer outcomes. The Implementation Manager travels to customer sites as needed, builds and protects customer trust, and owns customer-facing outcomes and deliverables.

Each Implementation Manager manages multiple accounts at a time and is expected to develop a deep working understanding of each customer's business context, priorities, and constraints to make sound delivery and prioritization calls on their behalf.

Base Location should be Delhi NCR / Bhopal.

Key Responsibilities

• Own and drive the customer roadmap, including AI use case delivery and adoption, from commitment through to realized value.

• Represent the organization at the customer, serving as the primary point of contact and the trusted face of the organization on-site.

• Align internal engineering, solutioning, and platform teams around customer priorities; unblock cross-team dependencies and hold internal teams accountable to customer commitments.

• Travel to customer sites as required to maintain proximity, strengthen relationships, and resolve issues in person.

• Build and sustain customer trust through consistent, transparent, and proactive engagement.

• Develop and maintain a strong understanding of each customer's business, context, and strategic priorities.

• Act as the last line of defense for all customer outcomes and deliverables, identifying risk early, escalating appropriately, and personally ensuring nothing falls through the cracks.

• Track and report on adoption of AI use cases and the hard-dollar value they unlock for the customer, using the organization's value framework.

• Manage scope and change requests and prioritize competing demands across accounts.

• Coordinate with customer stakeholders and end users to drive adoption of delivered use cases and platform features.

Success Metrics

-Customer Pulse & Sentiment: Sustained customer pulse score > 8 (on a scale of 1-10) based on Sutra internal framework

-AI Adoption: Adoption rate of delivered AI use cases across the customer's teams and workflows.

-Value Delivered: Hard-dollar value unlocked for the customer, measured against the organizational value framework.

Focus Areas (Outcomes)

• Delivery: owning execution of the customer roadmap end to end and a sustained healthy customer sentiment.

• Coordination: aligning internal stakeholders and engaging customer stakeholders and users.

• Adoption: driving uptake of AI use cases and platform features.

• Value Tracking: measuring and communicating realized customer value.

What We're Looking For

• Proven experience in business transformation and customer-facing implementation ideally in AI, SaaS

• 10-12 years of technical project management experience, ideally in AI, data, or software development projects.

• Experience in Industrial domain (manufacturing, supply chain, production)

• Working knowledge of AI sufficient to engage credibly with customer and technical stakeholders.

• Strong stakeholder management skills

• Ability to align and influence cross-functional teams (engineering, solutioning, platform) without direct authority.

• Demonstrated ability to manage ambiguity, competing priorities, and multiple concurrent accounts.

• Excellent verbal and written communication skills, with executive presence.

• Willingness and ability to travel to customer sites as required