Implementation Lead

What You'll Own

1. Account-Level Implementation Ownership

• Own the full implementation lifecycle for assigned accounts: kickoff, milestone tracking, risk management, go-live, and structured post-go-live support
• Be the single point of accountability for customer outcomes across your accounts, not a coordinator, not an escalation path
• Manage multi-stakeholder delivery without escalating to founders on routine decisions
• Handle scope changes, pushback, and at-risk implementations calmly and decisively

2. Workflow and Solution Design

• Translate complex customer requirements into scalable Unifize configurations across multiple modules
• Lead discovery, ask the right questions before touching a configuration
• Anticipate edge cases, validate requirements, and design for scalability, not just functional delivery
• Push back on customer requests when the proposed approach will not scale, and document the decision

3. Execution Quality and Documentation

• Drive documentation hygiene and validation readiness across all assigned accounts
• Review and maintain quality standards for work produced by Junior ILs and Implementation Executives
• Produce account-level handoff summaries that CS can pick up without follow-up
• Build playbooks, templates, and checklists the team actively uses, not shelf documents

4. Customer Delivery and Stakeholder Management

• Run steering meetings, align senior stakeholders, and manage expectations without Leadership involvement
• Communicate progress, risks, and decisions clearly, surface problems early, not after deadlines have passed
• Maintain customer relationships through complexity and pressure

5. Junior Implementation Lead Mentorship

• Provide structured coaching to Junior ILs: documented goals, regular check-ins, and measurable development
• Develop Junior ILs from module-level ownership toward account-level readiness
• Review Junior IL deliverables and give actionable feedback, not just approval or rejection

6. Implementation Function Scalability

• Improve how implementations are run: identify patterns, standardise approaches, and build reusable assets
• Define and maintain implementation standards the team can execute against consistently
• Coordinate with engineering to close platform issues and defects on time

What Success Looks Like

Within 30 days:

• Has completed a structured review of 2–3 active implementations and produced a written assessment of gaps, risks, and patterns
• Has a clear mental model of the implementation team, handoff points, and escalation dependencies
• Has produced at least one written artifact showing structured thinking
• Is already shaping the approach on at least one active account

Within 90 days:

• Independently running at least 1 full account-level implementation with no Leadership escalations on routine decisions
• Has begun structured mentoring of at least 2 Junior ILs — with documented goals and check-ins
• Has flagged at least one delivery risk proactively before it escalated
• Has shipped at least one improved template or process the team is actively using

Within 12 months:

• Running 3+ account-level implementations on time with minimal Leadership involvement
• At least 2 Junior ILs executing module-level implementations with limited oversight, with at least one progressing toward account-level ownership
• CS receives clean, structured handoffs consistently across all accounts
• Is recognised by customers and internal stakeholders as the authoritative implementation owner
• Leadership touchpoints on routine implementation decisions have declined materially

Requirements

Who You Are

You are the best implementation person on your current team. You have personally designed and delivered complex B2B SaaS implementations from end to end — not just modules, not just coordination — whole accounts. You can run a steering meeting with a VP and configure a workflow in the same afternoon. You develop the people around you because you know that's how the function scales.

You are:

• A hands-on operator who owns outcomes, not just status updates
• Someone who designs before configuring — you ask the right questions first
• Comfortable managing scope creep and pushing back on customers when it matters
• Calm under pressure — you surface risks before they become crises
• A structured developer of people — you know how to coach, not just direct
• Clear and confident in writing — your documentation is a team asset, not a box-ticking exercise
• Comfortable with US-based enterprise customers and late-hour working patterns (India timezone, US customer hours)

Requirements

Must-have:

• 4+ years in B2B SaaS implementation or solutions, ideally with enterprise or mid-market accounts
• Has independently owned and delivered complex B2B SaaS implementations end-to-end at the account level — not just individual modules
• Experience implementing software of comparable complexity — ideally in manufacturing, quality management, or similar process-heavy or regulated environments (either industry-specific or software-specific experience required)
• Can design workflows, manage multi-stakeholder delivery, and handle escalations without senior hand-holding
• Comfortable using low-code / no-code tools
• Produces clean written output — account summaries, handoff documentation, and implementation plans
• Comfortable with US-based enterprise customers and late-hour working patterns

Good to have:

• Experience mentoring or formally coaching junior implementation team members
• Has built and shipped reusable playbooks, templates, or checklists that a team actually adopted
• Exposure to regulated industries: manufacturing, life sciences, QMS, aerospace, automotive
• Experience running structured post-go-live or hypercare programmes
• Has pushed back on founders, senior stakeholders, or customers with evidence and maintained the relationship

Hard no's:

• Coordination-only profiles who lack technical depth in workflow design
• Candidates who delegate without personally owning delivery outcomes
• Pure domain specialists without delivery management capability
• Candidates who escalate routine decisions rather than making them

Benefits

About Unifize

At Unifize, we're building the AI-native product suite for regulated industries. Our platform is designed to unify Quality, Operations, and R&D in a single collaborative system.

Today, life sciences and other manufacturers in regulated industries rely on a patchwork of disconnected tools — QMS, DMS, PLM, MES, spreadsheets, and email — to manage their processes. This fragmentation slows down innovation, increases compliance risks, and forces teams to waste time manually connecting the dots.

Unifize changes that by bringing process, documentation, and communication together in one place. Whether it's managing CAPAs, resolving deviations, launching new products, or preparing for audits, Unifize enables teams to work faster with full traceability and audit readiness built in.

What makes Unifize different:

• No-code configuration for rapid deployment and adaptation
• Collaboration embedded in every record, not siloed in email or chat
• Context-aware AI that suggests actions, detects risks, and enhances productivity
• Flexible architecture that supports expansion across QMS, DMS, MES, PLM, CMMS, and more

We're already working with leading companies in the life sciences and manufacturing sectors. Our customers start with one use case and consistently expand — with 100% net expansion to date.

Check out our website, case studies, and videos to learn more.

Role Summary

As a Senior Implementation Lead, you will own complex customer implementations end-to-end — from kickoff through go-live and structured post-go-live support. This is not a coordination role. You will personally design workflows, manage multi-stakeholder delivery, make hard calls under ambiguity, and be the single point of accountability for customer outcomes across your accounts.

You will also shape how implementations are run at Unifize. You'll mentor Junior Implementation Leads, build the playbooks and templates the team actually uses, and drive the kind of delivery quality that makes customers want to expand.

The growth path here is explicit: Senior ILs who perform well are the first in line to lead the implementation function — not replaced by external hires.

Core Objective

Own complex customer implementations end-to-end at the account level — delivering predictable, high-quality outcomes through strong workflow design, execution discipline, scalable implementation practices, and structured mentorship of junior implementation leads.