Onboarding & Implementation Specialist (India)

Procure. Desk is a cloud-based procurement and accounts payable automation platform that helps organizations streamline purchasing, improve spend visibility, and eliminate manual processes. We work with finance and operations teams to simplify procurement workflows, strengthen controls, and improve efficiency across purchasing and invoice management.

As Procure. Desk scales, onboarding and implementation become a critical part of customer success. We are looking for an Onboarding & Implementation Specialist who can lead customers from post-sale hand-off to successful go-live with clarity, ownership, and precision.

Role Summary

The Onboarding & Implementation Specialist owns the successful onboarding and implementation of new customers. This person will guide customers through setup, configuration, training, and go-live while ensuring a smooth, high-quality experience. This is a customer-facing role for someone who combines strong project management, product understanding, process thinking, and execution discipline.

The right person is proactive, detail-oriented, and comfortable managing multiple implementations at once while working cross-functionally with Sales, Customer Success, Product, and Engineering.

Key Responsibilities

Own customer onboarding from post-sale hand-off through successful go-live Lead kickoff calls and establish clear implementation plans, timelines, milestones, and next steps Gather customer requirements and understand procurement, approval, purchasing, and AP workflows Configure Procure. Desk based on customer needs Coordinate and support integrations with accounting and ERP systems such as QuickBooks, Xero, Net.

Suite, Sage Intacct, and Microsoft Dynamics. Conduct admin and end-user training sessions Manage multiple customer implementations simultaneously while maintaining quality and responsiveness Identify implementation risks early and drive resolution before they become escalations Partner with internal teams to ensure smooth hand-offs, timely issue resolution, and alignment throughout implementation Create and improve implementation documentation, SOPs, templates, and playbooks Share recurring implementation feedback with Product and internal stakeholders to improve the customer experience What Success Looks Like Success in this role is measured by outcomes, not activity.

Strong performance will include: Customers going live on time and with confidence Reduced time-to-go-live High customer satisfaction during onboarding Strong early product adoption Low implementation error rates Fewer avoidable escalations Better implementation consistency and documentation across the business 30 / 60 / 90-Day Expectations First 30 Days Learn the Procure.

Desk product, implementation workflow, and common customer use cases Shadow active onboarding projects and understand key configuration and integration scenarios Get familiar with implementation templates, documentation, and internal tools Begin owning parts of onboarding under guidance By 60 Days Independently lead standard customer onboarding projects Manage multiple implementation timelines with clear communication and follow-through Run training sessions and customer check-ins confidently Identify recurring onboarding friction points and recommend improvements By 90 Days Fully own a portfolio of customer implementations from kickoff to go-live Deliver high-quality onboarding experiences with minimal oversight Improve at least one meaningful part of the onboarding process, documentation, or implementation playbook Become a trusted internal and customer-facing owner during implementation Required Qualifications 5–8 years of experience in SaaS onboarding, implementation, customer success, solutions consulting, or a similar customer-facing role Proven experience managing multiple customer implementations at the same time Strong project management and organizational skills Excellent written and verbal communication skills in English.

Must have worked with US clients. Strong problem-solving ability and attention to detail Ability to understand customer requirements and translate them into system configuration Ability to explain technical or workflow concepts clearly to non-technical stakeholders. Work in US EST timezone.

Preferred Qualifications

Experience implementing B2B SaaS products for procurement, accounts payable, finance, ERP, or workflow-based processes Familiarity with accounting or ERP systems such as QuickBooks, Xero, Net. Suite, Sage Intacct, or Microsoft Dynamics Basic understanding of integrations, APIs, data imports, and workflow configuration Experience working with mid-market customers Experience creating documentation, implementation SOPs, or onboarding playbooks Familiarity with tools such as Hub.

Spot, Jira, Slack, Zoom, Google Workspace, and Excel Who Will Succeed in This Role The right person for this role: takes ownership and drives projects forward without waiting to be pushed communicates clearly and professionally with customers stays organized across multiple moving parts enjoys solving workflow, process, and configuration challenges balances customer experience with execution discipline works well across teams and follows through reliably wants to build and improve systems, not just operate inside them Why Join Procure.

Desk Work on a product that solves real operational problems for finance and operations teams Be part of a growing SaaS company with meaningful opportunities to contribute beyond your core role Own important customer outcomes at a critical stage of the customer journey Help shape and improve the implementation function as the company scales Collaborate closely with cross-functional teams across Sales, Customer Success, Product, and Engineering