Head - Customer Solution & Delivery

A SaaS platform helping enterprise brands drive loyalty and communication-driven engagement for last-mile users in the retail industry.

Our platform enables brands to engage retailers, mechanics, influencers, dealers, distributors and channel partners through loyalty programs, AI-driven engagement, omnichannel communication, and business automation.

As we scale, we are looking for a leader who can bridge business consulting, solution architecture, and delivery excellence, ensuring every customer implementation maximizes product adoption while minimizing unnecessary customizations.

A) Role Mission

Every implementation should achieve three outcomes:

1. Right Solution

Understand the customers business objectives and design the simplest, most scalable solution using Zeapls product platform.

2. Right Scope

Ensure every project has a complete, unambiguous scope, effort estimate, implementation plan, and acceptance criteria before development begins.

3. Right Delivery

Ensure every project is delivered on time, within scope, and meets customer expectations while maintaining high implementation quality and predictable execution.

B) Key Responsibilities

Right Solution

• Understand customer business objectives and operational challenges.

• Conduct solution discovery workshops with enterprise customers.

• Translate business requirements into scalable product-led solutions.

• Recommend standard platform capabilities over custom development wherever possible.

• Challenge solution approaches that increase long-term implementation complexity.

• Design end-to-end solution architecture.

• Define integrations, workflows, business rules, and user journeys.

• Partner with Product to identify opportunities for product enhancement.

Right Scope

• Own requirement discovery and solution definition.

• Lead Business Analysts in preparing:

o BRDs

o Functional Specifications

o User Stories

o Workflow Diagrams

o Solution Documents

o API Specifications

o Acceptance Criteria

• Review solution quality before development begins.

• Work with Engineering to estimate effort and timelines.

• Identify dependencies, risks, and assumptions.

• Ensure scope is frozen before implementation starts.

Right Delivery

• Own delivery governance across all customer implementations.

• Lead the Project Management team.

• Drive project planning and milestone tracking.

• Conduct customer governance and steering committee meetings.

• Manage escalations proactively.

• Ensure successful UAT, Go-Live, and Hypercare.

• Improve delivery predictability across all projects.

Team Leadership

Lead and mentor the Business Analysis and Project Management teams.

Drive continuous improvement in:

• Solution quality

• Documentation standards

• Project governance

• Delivery processes

• Customer communication

• Estimation accuracy

• Team capability development

Product Collaboration

Work closely with the Product and Engineering teams to:

• Identify recurring customization requests.

• Recommend platform improvements.

• Reduce implementation effort through product enhancements.

• Improve implementation accelerators and reusable templates.

C) Success Metrics

You will be measured on:

Solution Excellence

• Product-first solution adoption

• Reduction in unnecessary customizations

• Scope accuracy

• Solution quality

Delivery Excellence

• On-time project delivery

• Budget adherence

• Customer satisfaction

• UAT success rate

• Reduction in escalations

Organizational Excellence

• Delivery predictability

• BA & PM team capability

• Documentation quality

• Implementation profitability

• Continuous process improvement

D) Required Skills

Business Consulting

• Strong business analysis and consulting skills

• Ability to understand customer objectives beyond documented requirements

• Excellent stakeholder management

• Workshop facilitation

• Enterprise solution consulting

Solution Architecture

• Enterprise SaaS implementation

• API-based integrations

• System architecture

• Business process modelling

• Workflow design

• Data modelling fundamentals

• Cloud platform understanding

Delivery Management

• Agile and Waterfall delivery models

• Project planning

• Risk management

• Resource planning

• Dependency management

• UAT management

• Release and Go-Live management

Documentation

Hands-on experience creating and reviewing:

• BRDs

• FRDs

• Solution Documents

• User Stories

• Process Flows

• Wireframes

• API Documentation

• Test Acceptance Criteria

E) Preferred Experience

• 8–12 years of experience in Enterprise SaaS implementations.

• Experience in Loyalty, CRM, Retail Technology, Martech, Distribution, or Customer Engagement platforms.

• Experience working with large enterprise customers.

• Experience leading Business Analysts and Project Managers.

• Experience working with cross-functional Product and Engineering teams.

F) What We Are Looking For

The ideal candidate is a business problem solver, not just a project manager or solution architect.

They understand that customers rarely need custom features—they need business outcomes.

They have the confidence to challenge requirements, simplify solutions, and guide customers towards leveraging the platform effectively rather than building one-off customizations.

They bring together business consulting, product thinking, technical understanding, and delivery discipline to ensure every implementation creates long-term value for both the customer and Zeapl.

Why Join Zeapl

Youll play a pivotal role in shaping the implementation organization of a fast-growing SaaS company serving leading enterprise brands.

Youll work directly with the founders, influence product evolution, build high-performing teams, and create the operating framework that enables Zeapl to scale while delivering exceptional customer outcomes.