Paytm Labs

Digital payments, loans, investments, and insurance

Client Onboarding Director - Inference and Agentic AI

Implementation & Technical Account ManagementConfirmed live in the last 24 hours

Full-timeNo salary listed

About the Job

Requirements

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.
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 from Tier 1 institutions such as IITs, SRCC, or St. Stephen’s.

Responsibilities

Own end-to-end delivery governance for enterprise AI agent deployments from sales handoff to go-live and stabilization.
Lead implementation planning 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.
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.
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.
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.
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.
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.

Desired Qualifications

Interest in AI agents, large language models, automation, analytics, and enterprise digital transformation.
MBA from Tier 1 institutions such as IIM A, B, C, or ISB.

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

Requirements at a Glance

Experience Level: Expert
Education: Bachelor's, MBA

Benefits

Health & Wellbeing - Your group health benefits are 100% funded by us, and start on your first day.
Travel the World - Even though we are currently working remotely, usually our employees make frequent international business-related trips while working on exciting projects.
Continuous Learning - We're passionate about learning and strive to constantly improve and innovate. We learn from others, our challenges & our successes.
Connection - In this virtual world, we stay connected through events like game nights, movie nights, arts & crafts sessions (like Origami), meditation sessions, and much more.
Autonomy & Flexibility - You get to define how you want to make an impact. We truly believe that great things happen when people are given the trust and freedom to create their own path.
Beautiful Office - Whenever we return back to the office, you’ll get to check out our awesome workspace, complete with pool and ping pong tables, a snack-filled kitchen, and tons of cozy work spaces.

About the Company

Paytm Labs

Digital payments, loans, investments, and insurance

Paytm Labs offers an integrated digital payments and financial services platform in India for individuals and businesses, covering UPI payments, mobile recharges, bill payments, ticket bookings, loans, investments, insurance, metro cards, and more. Users initiate payments or financial actions in the app, which are processed through UPI and payment gateways, with revenue from transaction fees and commissions on financial services. It differentiates itself through a large ecosystem of merchants and users, a wide range of services in one app, and a focus on customer support and trust. Its goal is to make a broad set of financial services easily accessible to mass-market users while growing revenue via payment processing and financial services partnerships at scale.

Company size: 10,001+
Company stage: IPO
Headquarters: Noida, India
Founded: 2014

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