Unit Manager - Technology Business​/Senior Unit Manager - Technology Business

Position: Unit Manager - Technology as a Business/Senior Unit Manager - Technology as a Business
Location Name:  Pune Corporate Office - Mantri

Job Purpose

Technology has been established as a business vertical to build and commercialize enterprise-grade, AI-first (or AI-powered) solutions. These solutions are proven at scale within BFL, address real business problems that customers are willing to pay for, and are compliant with relevant regulations. By targeting global customers, the unit aims to achieve self-sufficiency within two years.

Your role is to drive successful onboarding and implementation of customers across SaaS products, ensuring rapid activation, high product adoption, and consistent time-to-value. You are responsible for translating solution designs into configured, production-ready environments while delivering a seamless onboarding experience across both assisted and self-serve journeys.

Beyond execution, you continuously optimize onboarding journeys using behavioral insights, instrumentation, and experimentation, with a strong focus on improving Time-to-First-Value (TTFV), adoption rates, and customer satisfaction (CSAT).

In a SaaS environment, onboarding and implementation are critical levers of growth. Every onboarding experience directly influences:

Customer activation, adoption, and long-term retention
Time-to-First-Value (TTFV) and speed of value realization
Implementation quality, scalability, and predictability
Customer satisfaction across assisted and self-serve journeys

This role is not just about executing onboarding—it is about ensuring customers realize value quickly, consistently, and at scale, while building repeatable, high-quality implementation processes that enable business growth.

Duties And Responsibilities

Support optimization of onboarding journeys through testing, feedback loops, and behavioral insights
Contribute to reducing Time-to-First-Value (TTFV) and improving onboarding efficiency
Provide feedback to Product and Engineering teams for improvements|A- Minimum required Accountabilities for this role
Onboarding Execution & Customer Activation
Execute structured onboarding journeys for customers across assisted and self-serve channels
Ensure smooth onboarding experience and timely activation for all users
Drive early-stage product usage and ensure customers achieve initial value quickly
Support in-app onboarding (tours, checklists, nudges) and lifecycle engagement during onboarding
Track onboarding progress and ensure completion within defined timelines
Product Configuration & Implementation
Configure product environments, workflows, and use cases based on defined solution design
Set up automation workflows, AI configurations, and relevant product features
Perform integrations setup in coordination with Engineering and external systems
Validate configurations and workflows through structured testing before go-live
Ensure implementations are delivered within defined scope, timelines, and quality standards
Go-live Readiness & Implementation Quality
Ensure readiness for go-live including configuration completeness, testing validation, and customer alignment
Deliver implementations with high quality, ensuring minimal defects and no critical issues post go-live
Support early-stage issue resolution post onboarding and stabilize customer environment
Maintain implementation quality standards across multiple products and customers
Adoption, Monitoring & Risk Identification
Monitor user behavior, onboarding progress, and product adoption signals
Identify risks such as drop-offs, delays, or low engagement and take corrective actions
Ensure customers reach key adoption milestones within defined timelines
Proactively flag risks, dependencies, and delays to stakeholders
Customer Communication & Engagement
Maintain consistent communication with customers throughout onboarding and implementation lifecycle
Execute lifecycle campaigns across email, in-app, and messaging channels
Provide timely updates on onboarding progress, timelines, and dependencies
Ensure high customer satisfaction through clear, proactive, and structured engagement
Process Adherence & Documentation
Follow onboarding playbooks, checklists, SLAs, and implementation standards
Document configurations, workflows, onboarding steps,…