Onboarding and Implementation Manager

About BIK BIK is India's leading marketing automation platform for e-commerce. We help brands drive revenue through WhatsApp, email, SMS, and AI-powered chatbots — and we work with 200+ brands including Tata, Duroflex, Nat Habit, and Sweet Karam Coffee. Backed by Sequoia Capital and Y Combinator, we process over a billion customer events a year and grow every month. The Role You own two things: getting customers live fast, and making sure what goes live actually works. As an Onboarding & Implementation Manager, you take a brand from signed contract to a fully configured, live BIK setup within 15 days. You'll run the kickoff, build the automations, train the customer's team, and hand off a setup that generates revenue from day one. This is a customer facing IC role reporting to the Global Head of Customer Success. You'll work closely with our Customer Success, Product and Support teams. What You'll Do - Onboarding : Run kickoff calls, set timelines, and own the end-to-end journey from sign to go-live across multiple customers simultaneously - Implementation : Configure automation flows, chatbots, drip campaigns, CRM segments, and triggers inside BIK's platform based on each customer's business use case - Integration : Integrate setup based on customer requirements - Training : Enable the customer's marketing and ops teams to use BIK independently post-handoff - Troubleshooting : Diagnose and fix flow errors, integration issues, and campaign bugs during and after onboarding - Feedback loop : Document reusable playbooks and surface onboarding friction to the Product team as sharp, actionable inputs What We're Looking For Must Have - 2–5 years in a customer-facing implementation, onboarding, or technical account management role at a SaaS company - Hands-on with Shopify: you know how storefronts, apps, and the backend work - Comfortable building automation logic. - Excellent spoken and written English : this is a customer-facing role and clear, confident communication is non-negotiable - Highly organised : able to…