Customer Implementation & Go-Live Stabilization Specialist

Carl Zeiss Meditec

Full-Time

0-3 Years experience

Description

This is a remote position.

Role: Customer Implementation & Go-Live Stabilization Specialist

Experience: 3-7 Years

Employment Type: Third-Party Payroll

**Function:**Global Customer Implementation & Service Operations

**Location:**India, supporting global customers across United States and APAC time zones

**Reporting To:**Senior Manager – Global Customer Implementation & Service Operations

About ZEISS VisioGen

ZEISS VisioGen is building the future of AI-powered healthcare by developing human-verified clinical communication solutions for ophthalmology practices. We combine cutting-edge Generative AI with clinical expertise to build scalable, production-ready applications that enhance patient engagement and improve healthcare delivery.

Role Summary

The Customer Implementation & Go-Live Stabilization Specialist is responsible for leading the end-to-end implementation lifecycle of customers, ensuring a seamless transition from contract signing to successful production deployment and operational stability. This role serves as the primary implementation coordinator, collaborating with customers and internal cross-functional teams to deliver projects on time, within scope, and with a high level of customer satisfaction.

The specialist will oversee implementation planning, business requirement gathering, solution configuration, deployment readiness, user acceptance testing (UAT), customer training, go-live execution, post-launch stabilization, and the transition to Business-as-Usual (BAU) support. The role requires strong project coordination, stakeholder management, communication, and problem-solving skills while managing multiple customer implementations simultaneously.

Key Responsibilities

1. Sales to Implementation Handover

Receive completed customer handovers from Sales and Customer Success teams.
Review customer contracts, subscribed products, implementation scope, timelines, and commercial commitments.
Validate project scope and identify implementation risks, assumptions, dependencies, and missing information.
Prepare implementation plans, project schedules, communication plans, and ownership matrices.
Conduct customer kick-off meetings and align all stakeholders on project objectives and timelines.

2. Customer Requirement Gathering

Conduct discovery workshops with customer stakeholders.
Gather and document business, operational, and technical requirements.
Capture workflows, business rules, escalation paths, routing logic, integrations, notifications, user roles, reporting requirements, and customer-specific configurations.
Translate business requirements into implementation documentation for internal teams.
Ensure customer approvals before configuration activities begin.
Manage requirement changes through structured change management processes.

3. Implementation Planning & Project Coordination

Develop detailed implementation roadmaps and project timelines.
Track milestones, dependencies, deliverables, and project progress.
Coordinate activities across Product, Engineering, Data Operations, Customer Success, Support, and other business teams.
Facilitate regular status meetings with customers and internal stakeholders.
Escalate risks, delays, and blockers while driving timely resolution.
Ensure implementation activities adhere to agreed timelines and quality standards.

4. Solution Configuration & Technical Coordination

Coordinate implementation activities including:

Customer configuration
Organization setup
User provisioning
Security roles and permissions
Workflow configuration
Notification setup
Routing rules
Reporting configuration
Business rules
Website deployment
Third-party integrations
API configurations
Environment readiness

Work closely with Engineering and Product teams to ensure configurations meet approved customer requirements.

5. Data & Content Readiness

Coordinate customer-specific content preparation by:

Collecting customer information
Reviewing business data
Validating uploaded content
Maintaining version control
Coordinating approvals
Ensuring information accuracy
Identifying data inconsistencies
Tracking content readiness before deployment

6. Website & Deployment Coordination

Coordinate all technical deployment activities including:

Website deployment
Domain configuration
DNS coordination
Integration deployment
Security validation
Firewall dependencies
Deployment scheduling
Environment validation
Technical readiness assessments

Monitor deployment progress and coordinate issue resolution with Engineering teams.

7. User Acceptance Testing (UAT)

Own the complete User Acceptance Testing process.

Responsibilities include:

Creating UAT plans
Preparing test scenarios
Coordinating testing activities
Managing defect logs
Assigning issues to appropriate teams
Tracking issue resolution
Conducting regression testing
Maintaining testing evidence
Coordinating customer sign-offs
Ensuring production readiness before launch

8. Customer Training & Enablement

Plan and deliver customer onboarding and operational training.

Training includes:

Product functionality
User workflows
Administrative functions
Reporting dashboards
Escalation procedures
Support processes
Best practices
Knowledge transfer
User adoption guidance

Develop customer-specific training documentation and user guides while ensuring customer readiness prior to go-live.

9. Go-Live Readiness

Maintain comprehensive go-live readiness checklists covering:

Business requirements completion
Configuration readiness
Technical deployment
UAT completion
Customer approvals
User training completion
Production validation
Monitoring setup
Support readiness
Escalation contacts
Risk assessments

Conduct Go/No-Go meetings with all stakeholders before launch.

10. Go-Live Management

Lead the production deployment by:

Coordinating launch activities
Managing communication channels
Monitoring system performance
Tracking implementation issues
Coordinating defect resolution
Providing status updates
Managing launch trackers
Escalating critical issues
Ensuring customer communication throughout the launch window

11. Post Go-Live Stabilization

Own the stabilization phase following production deployment.

Monitor:

System performance
Product availability
Customer usage
Workflow execution
Notifications
Routing accuracy
Customer feedback
Operational issues
Support requests
Defect trends

Coordinate corrective actions with Product, Engineering, Data Operations, Customer Success, and Support teams until the customer reaches steady-state operations.

12. Transition to Business-as-Usual (BAU)

Upon successful stabilization:

Complete implementation closure reports
Transfer ownership to Customer Success
Handover operational support to Service Operations
Update project documentation
Archive implementation records
Conduct internal knowledge transfer sessions
Ensure complete implementation documentation is available for future support

13. Continuous Improvement

Drive operational excellence by:

Identifying recurring implementation challenges
Improving implementation methodologies
Updating templates and documentation
Enhancing project governance
Standardizing implementation processes
Improving customer onboarding experiences
Supporting automation initiatives
Contributing to implementation playbooks and best practices

Requirements

Key Performance Indicators

Percentage of clinic launches completed on schedule
Average implementation cycle time
Percentage of requirements completed correctly at first submission
UAT pass rate
Number of critical defects identified after go-live
Customer training completion rate
Go-live checklist compliance
Time taken to resolve launch-related issues
Duration of stabilization period
Customer satisfaction with implementation
Percentage of clinics transitioned successfully into business-as-usual operations
Implementation documentation completeness
Rework caused by missed or incorrectly captured requirements

Experience and Qualifications

Bachelor's degree in Business, Operations, Healthcare, Information Technology or a related field.
Approximately 3–7 years of experience in SaaS implementation, customer onboarding, project coordination, service delivery or customer operations.
Experience coordinating multiple customer implementations simultaneously.
Experience working with Product, Engineering, Data or Customer Success teams.
Familiarity with ticketing, project-management and customer-relationship platforms.
Healthcare, med-tech, health-tech or regulated-industry experience is preferred.

About Carl Zeiss Meditec

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