Client Onboarding Director

About The Role

Client Onboarding Director, Inference and Agentic AI Location: Noida Company: Paytm About Paytm

Paytm is a pioneer of digital payments in India, serving over 450 million consumers and 45 million merchants across payments, financial services, and commerce. Over the years, Paytm has built deep in-house capabilities across technology, data, and operations to operate at scale with high reliability. Paytm is building a full stack AI platform focussed on Inference and Agents, enabling large enterprises to deploy AI driven automation across sales, service, operations, and analytics. The Inference and Agentic AI team operates as a cross functional unit spanning engineering, product, data science, business management, and sales, and owns the full lifecycle of AI solutions from opportunity discovery to deployment and scale.

Role Overview

Paytm is looking to hire a Client Onboarding Director to own implementation delivery and client onboarding governance for Paytm’s AI Inference and Agentic AI products across enterprise clients. This is a managerial role that will lead Client Onboarding Managers and ensure that enterprise deployments move smoothly from sales closure to go live and early adoption. The role sits at the intersection of client teams, product, engineering, business, and sales, and is responsible for converting signed enterprise deals into successful, timely, and scalable deployments. The candidate will own delivery planning, integration governance, risk management, stakeholder communication, and post go live stabilization across enterprise AI agent deployments. The role requires strong program management, technical understanding, client handling, and ability to drive execution across multiple internal and external teams.

Key Responsibilities

Delivery Ownership and Implementation Governance Own end to end delivery governance for enterprise AI agent deployments from sales handoff to go live and stabilization. Lead the implementation planning process across scope, timelines, milestones, dependencies, risks, and success metrics. Ensure every enterprise deployment has a clear project plan, ownership structure, escalation path, and delivery cadence. Track deployment progress across multiple clients and ensure timely resolution of blockers. Drive consistency in delivery quality, client communication, and implementation standards across the onboarding team. Client Onboarding and Integration Management Oversee client onboarding across product configuration, data source integration, CRM integration, communication channel setup, user training, and adoption readiness. Work with Client Onboarding Managers to understand client systems, databases, architecture, workflows, and integration requirements. Coordinate with product and engineering teams to ensure technical dependencies are resolved on time. Review integration plans, data readiness, testing plans, and go live checklists for enterprise deployments. Ensure smooth handoff from pre sales and sales teams into delivery, with clear scope and success criteria. Client Stakeholder Management Act as senior delivery owner for enterprise clients during onboarding and implementation. Manage senior client stakeholders across business, product, technology, data, marketing, and operations teams. Conduct steering committee reviews, project status updates, and escalation discussions with client teams. Ensure clients are trained, enabled, and set up to realize early value from Paytm AI agents. Maintain high client confidence through structured communication, transparency, and timely issue resolution. Risk, Issue, and Escalation Management Identify delivery risks early across scope, integrations, timelines, data readiness, client dependencies, and product gaps. Build mitigation plans and escalation mechanisms to avoid deployment delays. Run root cause analysis for delivery delays, failed integrations, adoption gaps, or client escalations. Work with product, engineering, pre sales, and business teams to resolve critical issues. Maintain clear documentation of risks, decisions, open items, dependencies, and closure actions. Process, Playbooks, and Scalability Build standard onboarding playbooks, project templates, go live checklists, training material, and implementation SOPs. Define delivery metrics such as time to onboard, milestone adherence, integration success rate, client readiness, go live success, and early adoption. Create dashboards and review cadences to track implementation health across enterprise clients. Improve onboarding processes continuously through post implementation reviews and client feedback. Build scalable delivery systems that reduce dependency on individuals and improve implementation quality at scale. Team Leadership and Cross Functional Collaboration Lead and mentor Client Onboarding Managers across enterprise delivery workstreams. Set clear goals, delivery standards, review mechanisms, and quality expectations for the onboarding team. Work closely with Enterprise GTM, Pre Sales, Product, Engineering, Security, Legal, Finance, and Support teams. Ensure clean handoffs across pre sales, sales, onboarding, support, and account management. Build team capability in client communication, technical understanding, project management, and issue resolution.

Ideal Candidate Profile

8 to 10 years of experience in implementation delivery, customer onboarding, program management, customer success, solutions delivery, or enterprise technology roles. Experience leading implementation or onboarding teams for SaaS, fintech, CRM, marketing technology, AI, automation, cloud, data platforms, or enterprise software products. Strong understanding of APIs, system integrations, data flows, enterprise architecture, CRM systems, and deployment lifecycle. Proven ability to manage enterprise client stakeholders and drive multi stakeholder implementation programs. Strong program management skills with ability to manage multiple deployments, timelines, dependencies, and escalations. Experience building delivery playbooks, SOPs, dashboards, review cadences, and implementation governance systems. Strong communication and problem solving skills with ability to work across client, product, engineering, sales, and business teams. High ownership mindset with comfort operating in fast moving and ambiguous environments. Interest in AI agents, LLMs, automation, analytics, and enterprise digital transformation.

Skills and Qualifications

Strong implementation delivery and program management skills for enterprise technology products. Good understanding of APIs, data integrations, CRM systems, databases, cloud platforms, and enterprise workflows. Ability to build project plans, dependency trackers, risk logs, go live checklists, SOPs, and executive status updates. Strong client communication skills with ability to manage senior stakeholders and escalations. Strong team leadership skills with ability to manage Client Onboarding Managers and drive delivery discipline. Strong analytical and problem solving skills with ability to identify root causes and drive corrective actions. Comfort with tools such as Google Sheets, Slides, project management tools, documentation platforms, CRM tools, and AI enabled productivity tools. Bachelor’s degree in Engineering, Business, Computer Science, or a related field. MBA or technical postgraduate degree is a plus.

Educational Qualification

Must have: Bachelor's degree from Tier 1 institutions such as IITs, SRCC, St. Stephen’s, etc. Good to have: MBA from Tier 1 institutions such as IIM A, B, C or ISB

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