Open to opportunities

Arjun T Salim

@arjuntsalim

Product Engagement and Implementation Project Manager delivering enterprise SaaS adoption, on-time delivery, and executive-aligned outcomes.

India

Message

What I'm looking for

I’m looking to lead enterprise SaaS implementation and product-adoption programmes, partnering with cross-functional teams and executives to accelerate time-to-value, improve on-time delivery, and drive measurable customer satisfaction.

I’m an Implementation Project Manager and Product Engagement leader with 10+ years of progressive experience across SaaS, customer success, and financial services. I govern full project lifecycles for enterprise SaaS implementations—from scoping and stakeholder alignment through UAT, go-live, and post-launch adoption—driving measurable business outcomes for global clients. I bring deep expertise in Intercom platform deployment programmes, cross-functional delivery, and executive stakeholder management.

In my current role at SaasGenie, I lead end-to-end Intercom implementation engagements by defining scope, charters, success criteria, and RACI frameworks, then coordinating solutions architects, technical consultants, customer success, and QA to protect milestones and time-to-value. At Zoho Corporation, I directed a global portfolio of 40+ concurrent SaaS projects across 7 regions, leading a team of 9 Project Managers while maintaining a 95% on-time delivery rate and improving delivery efficiency through process improvements (15% turnaround time reduction). Earlier, I supported compliance and operations analytics at Accenture and maintained strong customer metrics at HSBC and in frontline customer service, including consistent 95% CSAT performance.

Experience

Work history, roles, and key accomplishments

Current

Product Engagement Manager

Current

Saasgenie

Feb 2026 - Present (5 months)

Lead end-to-end Intercom platform implementation projects for B2B SaaS clients, owning scope, milestone planning, risk management, and on-time delivery. Drive client stakeholder alignment, manage cross-functional teams through UAT/go-live, and plan post-go-live adoption using change management and success metrics.

Intercom SaaS Implementation Stakeholder Management UAT & Go Live Change Management Executive Reporting

Senior Project Manager

Zoho Corporation

Jan 2022 - Sep 2025 (3 years 8 months)

Directed a global portfolio of 40+ concurrent SaaS implementation projects across 7 regions, leading a team of 9 to deliver revenue, quality, and client satisfaction targets. Improved project turnaround time by 15% and reporting accuracy, maintained a 95% on-time delivery rate, and enhanced client activation/time-to-value through structured delivery frameworks and onboarding workshops.

SaaS Project Management Cross Functional Collaboration Zoho Creator Risk Management Time To Value Change Management

Team Manager, Inbound Voice Process

HSBC

Jan 2021 - Jan 2022 (1 year)

Managed a team of front-line associates in a high-volume regulated environment, maintaining SLA/KPI performance and UK financial services compliance standards. Improved KPI attainment by 12% in two quarters through structured performance tracking and coaching, while ensuring fraud detection and risk management compliance.

Team Management Coaching & Mentoring Financial Services Compliance Fraud Risk Management Process Adherence Performance Tracking Risk & Controls

Business Advisory Analyst

Accenture Solutions Ltd

Dec 2017 - Jan 2021 (3 years 1 month)

Supported compliance and operations analytics for a major global financial services client, translating performance data into actionable reporting and process improvements. Improved compliance reporting accuracy by 35% and delivered weekly/monthly business reviews with senior stakeholders and C-suite, recommending operational enhancements to reduce risk exposure.

Compliance Analytics Operational Reporting Benchmarking Process Improvement Client Business Reviews Performance Dashboards

Senior Customer Service Associate

Hinduja Global Solutions

Jan 2017 - Sep 2017 (8 months)

Provided frontline inbound voice support for enterprise customers, resolving complex escalations while maintaining a consistent 95% CSAT. Served as an escalation SME for at-risk accounts and applied retention strategies that reduced churn and preserved client revenue.

Customer Escalation CSAT Retention Strategy Customer Relationship Management Risk Aware Account Management Service Quality Management

Team Leader, Sales & Support

Focus Management

Apr 2015 - Aug 2016 (1 year 4 months)

Led a sales and customer support team, implementing coaching and structured performance management to increase team sales attainment by 20%. Oversaw recruitment, onboarding, and capability development to accelerate time-to-productivity and reduce early attrition.

Team Leadership Sales Performance Management Coaching Frameworks Onboarding KPI Tracking Time To Productivity Improvement Customer Support Operations Capability Development