Senior Manager, High-Touch Onboarding & Enablement em Lisboa, Portugal

We’re Tech Mahindra, a multinational Technology Company with 30 years of experience and with more than 141.000 associate providing Information Technology and Business Process Outsourcing Services.

About the role

We’re looking for a Senior Manager, High-Touch Onboarding & Enablement to join our Customer Experience organization at the client. In this role, you’ll lead the strategy, operating model, and team responsible for onboarding client’s largest, most complex, and strategically important customers. You’ll ensure enterprise customers move from contract signature to successful implementation, adoption, and measurable value through a structured, relationship-driven onboarding experience. You’ll lead a team responsible for complex customer programs that may involve multiple business units, entities, countries, technical integrations, senior stakeholders, and change-management requirements. This role is ideal for an experienced onboarding, implementation, or Customer Success leader who has built and delivered high-touch programs in enterprise technology companies. You should be equally comfortable positioning business value with a CFO or senior executive, discussing implementation details with customer administrators, and working through technical dependencies with Product, Engineering, Solutions, and Integration teams. You’ll help customers understand not only how to implement client product, but how to use it to improve their financial operations, strengthen controls, increase visibility, and create a better experience for employees and finance teams. This is a senior people-leadership role that requires executive presence, technical curiosity, commercial awareness, and strong operational discipline.

What you’ll be doing

As a Senior Manager, High-Touch Onboarding & Enablement, you will:

• Lead client’s high-touch onboarding and enablement strategy for large, complex, and enterprise customers.
• Lead and develop a team of Enterprise Onboarding and Enablement Managers, creating clear expectations around customer outcomes, program execution, communication, quality, and time-to-value.
• Own the enterprise onboarding operating model, including discovery, implementation planning, configuration, integration coordination, enablement, adoption, risk management, go-live, and transition into Customer Success.
• Establish trusted relationships with senior customer stakeholders, including CFOs, finance leaders, transformation leaders, technology leaders, and executive sponsors.
• Position the value of client product throughout onboarding, connecting platform capabilities to the customer’s business priorities, operating challenges, financial processes, and desired outcomes. Ensure onboarding programs remain outcome-focused, rather than becoming purely technical implementation projects.
• Lead executive-level customer conversations related to program progress, business value, governance, risks, decisions, and organizational readiness.
• Navigate technical customer conversations with Product, Engineering, Solutions, Security, and customer technology teams without losing sight of the broader business objective.
• Establish clear implementation governance across scope, milestones, responsibilities, decision points, dependencies, risks, and customer commitments.
• Create strong executive steering and program review rhythms for complex or strategically important onboarding programs.
• Partner with Sales during the pre-sale and handover process to validate customer requirements, technical complexity, expected outcomes, timelines, and commitments.
• Improve the Sales-to-Onboarding handoff, ensuring customer expectations are accurate, documented, and achievable.
• Partner with Product and Engineering to manage integrations, technical blockers, complex workflows, product gaps, and customer-specific implementation risks.
• Build scalable enterprise enablement programs that help administrators, finance teams, managers, employees, and executive stakeholders use client product effectively.
• Develop role-based enablement approaches tailored to different customer personas, responsibilities, and levels of technical knowledge.
• Support organizational change and adoption by helping customers prepare users, communicate change, build internal champions, and reinforce new ways of working.
• Monitor onboarding health and implementation risk, identifying stalled decisions, low engagement, technical blockers, stakeholder changes, and adoption concerns early.
• Lead recovery plans for at-risk onboarding programs, coordinating customer and internal stakeholders around clear actions, owners, timelines, and escalation paths.
• Create strong transition plans into Customer Success, ensuring customer goals, stakeholder relationships, adoption status, open risks, success measures, and outstanding actions are transferred accurately.
• Build reporting and forecasting disciplines across onboarding timelines, capacity, implementation risk, go-live confidence, adoption readiness, and expected completion.
• Use customer and operational data to improve the onboarding model, identify trends, increase predictability, and reduce unnecessary complexity.
• Represent the enterprise customer perspective internally, ensuring recurring implementation barriers and product friction are visible to Product, Engineering, Support, and executive leadership. Drive continuous improvement across onboarding and enablement, raising the standard for how client supports complex customers from purchase through value realization.

What you bring

You’ll thrive in this role if you have:

• 8+ years of experience in Customer Onboarding, Enterprise Implementation, Professional Services, Customer Success, Customer Enablement, or a related customer facing function.
• 4+ years of people-leadership experience, ideally leading enterprise onboarding, implementation, solutions, or Customer Success teams.
• Proven experience delivering onboarding or implementation programs within enterprise-level technology companies.
• Strong experience working with large and complex customers, including organizations with multiple stakeholders, regions, entities, workflows, or technical dependencies.
• A relationship-driven leadership style with the ability to build trust and credibility with senior customer stakeholders.
• Strong executive presence, including experience presenting to CFOs, senior finance leaders, technology leaders, and executive sponsors.
• The ability to position business value clearly, connecting product capabilities to measurable customer outcomes and strategic priorities.
• Experience leading technical customer discussions involving Product, Engineering, integrations, security, data, configuration, or implementation requirements.
• The ability to translate between business and technical audiences, ensuring complex topics remain understandable, actionable, and connected to customer outcomes.
• Strong program-management capability, including experience managing scope, timelines, milestones, risks, dependencies, governance, and executive communication.
• Experience building customer enablement programs across administrators, operational users, managers, and executive stakeholders.
• Strong understanding of adoption and change management, particularly in complex customer organizations.
• Experience identifying and managing implementation risk, including delayed decisions, technical blockers, low engagement, stakeholder misalignment, and scope expansion.
• Strong people-management and coaching skills, with a record of developing high performing customer-facing teams.
• Strong commercial awareness, with an understanding of how onboarding quality affects adoption, retention, customer confidence, revenue, and long-term account growth.
• Excellent written and verbal communication skills, including the ability to lead difficult customer conversations with clarity and confidence.
• Strong cross-functional leadership skills, with the ability to influence teams and leaders without relying solely on direct authority.
• A data-driven and operationally disciplined approach, with experience using metrics, forecasts, and customer signals to guide decisions.
• Comfort working in a fast-paced growth environment where priorities, customer needs, and organizational requirements can evolve quickly.

Nice to have

• Experience in fintech, payments, spend management, financial operations, or enterprise SaaS
• Experience working with finance, procurement, accounting, or transformation leaders
• Familiarity with ERP, accounting, procurement, and financial-system integrations
• Experience managing multinational or multi-entity customer implementations
• Exposure to security, compliance, data privacy, risk, or technical governance conversations
• Experience building enterprise customer academies, enablement programs, or certification paths
• Experience using AI or automation to improve onboarding, implementation planning, customer enablement, or risk detection
• Familiarity with product-led adoption and digital enablement alongside high-touch engagement
• Experience leading customer advisory, implementation governance, or executive steering sessions

Our cultural values are Driving positive Change, Celebrating each moment and Empowering all to rise.

Tech Mahindra is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin or disability. All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions.