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Company: PracticeLeague Legaltech Pvt Ltd.(RazorSign)
Work Mode: Work from Office
Working Days: Monday to Friday
Location: Baner, Pune

Job Description

We are seeking a customer-focused, enthusiastic, andproactive Product Support Executive with strong communication skills to joinour growing team. In this role, you will work closely with clients tounderstand their issues, assist with product configuration, and ensure seamlessusage of our platform.

Roles and Responsibilities

  • Deliver exceptional client service in a proactive, timely, and efficient manner.
  • Communicate confidently with clients to understand and interpret issues.
  • Take end-to-end ownership of client queries and ensure closure within defined SLAs.
  • Interact with end users to gather detailed issue information and document it accurately.
  • Collaborate with internal teams to explore solutions and represent clients’ interests.
  • Conduct training sessions for end users on new features, releases, and ongoing product usage.
  • Assist clients in configuring the product as per their workflow and process needs.

    Technical & Soft Skills Requirements

    • 3–6 years of experience in software product support, technical support or similar client-facing roles.
    • Basic knowledge of SQL and understanding of APIs is an added advantage.
    • Experience working with SaaS products will be preferred.
    • Strong analytical and problem-solving abilities.
    • Excellent verbal and written communication skills.
    • Empathy, approachability, and sensitivity toward client issues.
    • Strong teamwork and collaboration skills with both clients and internal teams.
    • Willingness to learn new technologies, tools, and product features.

      Job Title: Sr. Executive/ Manager - Client Enablement (Implementation)
      Company: PracticeLeague Legaltech Pvt. Ltd. (RazorSign)
      Work Mode: Work from Office
      Working Days: Monday to Friday
      Location: Baner, Pune

      Job Summary
      Practiceleague is seeking an experienced Product Implementation Manager to lead the successful deployment and adoption of our SaaS solutions for business & legal enterprise clients. The role combines project management, stakeholder engagement, process transformation, and change management to ensure smooth implementation, user adoption, and realization of business value.

      The ideal candidate will act as a bridge between customers, product teams, and internal stakeholders, driving implementation projects from planning through go-live while managing organizational change and user readiness.

      Key Responsibilities

      Product Implementation & Project Management
      • Lead end-to-end implementation of SaaS products for new and existing customers.
      • Develop project plans, timelines, milestones, and resource allocation strategies.
      • Coordinate with Product, Engineering, Support, and Customer Success teams to ensure timely project delivery.
      • Conduct requirement gathering, solution design, workshops and implementation planning sessions.
      • Monitor project risks, dependencies, and escalations, ensuring proactive resolution.
      • Manage data migration, configuration, testing, user acceptance testing (UAT), and go-live activities.
      • Track implementation KPIs and ensure adherence to project schedules and budgets.

      Change Management
      • Gather and analyse client requirements, prepare requirement specifications, and develop proposals, effort estimates, and project plans.
      • Collaborate with Product, Technology, Support, and other cross-functional teams to define project scope, milestones, deliverables, and implementation strategies.
      • Drive end-to-end project execution, including task management, resource coordination, progress tracking, risk mitigation, and budget monitoring.
      • Serve as the primary client interface for project updates, approvals, status reviews, release communications, and demonstrations.
      • Coordinate deployments, releases, and go-live activities while ensuring proper documentation and reporting throughout the project lifecycle.
      • Track commercial milestones, including proposal approvals, purchase orders, and project-related payment follow-ups.

      Required Qualifications
      • Bachelor’s degree in business, Information Technology, Engineering, or related field.
      • 5–7 years of experience in SaaS implementation, project management, consulting, or customer onboarding.
      • Demonstrated experience managing enterprise software implementation projects.
      • Strong understanding of Change Management principles and methodologies.
      • Experience in stakeholder management across multiple organizational levels.
      • Excellent communication, presentation, and facilitation skills.
      • Strong analytical and problem-solving abilities.

      Success Metrics
      • On-time and on-budget project delivery.
      • Customer satisfaction (CSAT/NPS).
      • User adoption and utilization rates.
      • Successful go-live without critical issues.
      • Reduction in implementation escalations.
      • Achievement of customer business outcomes and ROI objectives.



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