Customer Implementation & Go-Live Stabilization Specialist

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.   Experience supporting US or international customers is preferred.   Required Competencies