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** Coo…