Project Manager — Customer Onboarding & Operations (ClickUp driven)

Job description

• Location: New Delhi / Gurugram, India
• Availability: Hybrid (2–3 days on-site/week) with overlap to customer time zones (US/Australia) as needed.
  
  
• Function: Customer Onboarding, Operations & Servicing
• Reports to: COO
• Works with: Onboarding, Operations, Data science, Dev & Sales Teams

As the Project manager for customer onboarding & operations you will own the end-to-end onboarding for new enterprise customers and ensure stable, value-visible onboarding and operations post go-live.

Turn our stage-gated delivery into a ClickUp-automated operating system—reducing time to first data/insight, keeping data within SLOs, and making business impact visible at Monthly & Quarterly Business Reviews (MBRs & QBRs).

Combine program management, OT/IT integration coordination (OSIsoft PI, Honeywell PHD/IP.21, OPC UA/MQTT), and hands-on ClickUp administration to run a repeatable “onboarding factory.”

• On-time delivery: ≥ 90% milestones met; schedule variance < 10% .
  
  
• Time-to-value (for Pilots): Time to Go-live ≤ 21 days ; Time to first insight ≤ 35 days (trend improving month-on-month).
  
  
• Time-to-value (for Expansions): Time to Go-live ≤ 14 days ; Time to first insight ≤ 28 days (trend improving month-on-month).
  
  
• Onboarding Stage-gate adherence ≥ 95% (creating a strong culture of maintaining artifacts).
  
  
• Quality: Total rework time < 3 days per project.
  
  
• Operational health: Track operational KPIs such as Mean Event Action Time (MEAT), Mean Time to Raise Alerts (MTRA), Mean Time to Raise Service Requests (MTRSR).
  
  
• Automation coverage: Goal >90% with +10% per quarter
•  On-time rhythms: weekly updates ≥ 95% , MBR/QBR inputs to COO on time ≥ 98% .
  
  
• Customer value-add dashboard: ROI logs 100% complete for live sites each month; expansion briefs triggered on schedule.
  

• Project charter, GANTT, stakeholder map & communication plan.
  
  
• Onboarding templates
• Operations templates
• Own Mechademy’s Experience List
• Operations health dashboard
• Own customer value-add dashboard
• Validation/back testing plan with acceptance criteria.
  
  
• Go-live checklist & handoff plan; formal handoff package to Customer Support / RML Team.
  

• Build the stage-gated onboarding plan for each customer, milestones, critical path; own RAID and change control.
  
  
• Define onboarding scope, acceptance criteria, and success metrics per asset class (turbines; centrifugal / reciprocating / screw compressors).
  
  
• Enforce entry/exit criteria for each stage and inculcate a “show the artifact” discipline.
  
  
• Run kaizen cycles on bottlenecks (5-Whys)
• Develop a data-driven problem-solving methodology (DMAIC - Define, Measure, Analyze, Improve, and Control)
• Publish SOP updates and measure deviations.
  
  
• Run weekly stage-gate review; unblock risks within 24 hours via escalations.
  
  
• Design methodologies to monitor alert backlog/lifecycle.
  

• Design Spaces/Folders/Lists for stage gates, onboarding tracker, velocity measurement
• Design methodologies to feed QBR content, feed ROI tracker.
  
  
• Create ClickUp templates with custom fields, workflows and artifacts links.
  
  
• Create Automations: auto-assign on stage entry; SLA due dates; mandatory compliance rules; auto-move when checklist=100%; recurring tasks.
  
  
• Design onboarding dashboards: Go-live time, Time to first insight, Stage aging, Automation %
• Design operations dashboards: MEAT, MTRSR, Customer value-add.
  
  
• Create Integrations: ClickUp ticketing, Slack alerts, SharePoint links as needed.
  

• Manage dependencies (customer side, data engineering, SME availability); maintain critical path.
  
  
• Coordinate data flow from customer’s historian (PI, PHD/IP.21, OPC UA/MQTT) and internal data engineering.
  
  
• Coordinate access prerequisites (whitelisting, certificates, service accounts) and data quality checks (tags, units, gaps).
  
  
• Manage access register for customer’s data and services.
  
  
• Ensure integration documentation is up to date.
  

• Enforce checklists/peer reviews/config reviews.
  
  
• Partner with Security/GRC on customer questionnaires and ISO27001/SOC2 evidence in scope.
  
  
• Run on-boarding sprints and daily stand-ups
• Run onboarding/expansion customer check-ins.
  
  
• Lead go-live readiness, formal acceptance, and 30-day post-go-live hypercare.
  

• Define KPIs and keep dashboards updated.
  
  
• Publish weekly ops summary and MBR packs
• Coordinate QBR inputs with COO/CSM/AE.
  

• Own the RACI; chair daily/weekly standups; maintain a decision/action tracker; publish schedule burn-down and risk posture; keep meetings decision oriented.
  
  
• Coordinate training/enablement; ensure clean handoffs to Remote Monitoring/CS.
  
  
• Audit weekly/bi-weekly customer alert review calls
• Align CSMs/AEs and client champions on ROI inputs, timelines and outcomes; manage changes vs SOW.
  

• Maintain SOPs/templates/runbooks.
  
  
• Enable team on ClickUp usage, dashboards, automation hygiene.
  

• 5–8 years in project/program management in enterprise software implementations; industrial analytics/IIoT/APM preferred.
  
  
• ClickUp/Jira/equivalent power-user & admin (templates, automations, dashboards, permissions, integrations).
  
  
• Proven experience in stakeholder management with external customers; strong change control & SOW hygiene, process design (stage gates, RACI, SLAs); risk management (critical path, dependencies, escalations).
  
  
• Data-driven; pro spreadsheet skills.
  
  
• Excellent communication & stakeholder management.
  
  
• Bonus: industrial data protocols, industrial automation, reliability management, or Oil & Gas context.
  

• Bachelor’s in engineering (Mechanical/Instrumentation/Electrical/Chemical/Industrial) or Operations/Industrial Engineering/Management.
  
  
• PMP/Prince2/CSM a plus; not mandatory if experience shows equivalent rigor.
  

• Planning & docs: Whimsical, ClickUp, Miro/Visio.
  
  
• Delivery tracking: ClickUp (primary), RAID logs.
  
  
• Collaboration: Slack/Teams, OneDrive/SharePoint; Git for config versioning (optional).
  
  
• Workflow automation: N8N, GenAI (must have agentic AI skills)
  

• Strong ownership and independence
• Excellent written and verbal communication
• Passion for automation, processes, and learning
• Ability to communicate with both technical and non-technical audiences
• Precision-driven approach to project management, ensuring every process is planned, tracked, measured and scalable

Mechademy is a next-generation prescriptive analytics company serving leading industrial giants.

Our flagship product, Turbomechanica, transforms raw Industrial IoT sensor data into actionable, real-time insights through a powerful diagnostics engine that blends Physics-based Models, Machine Learning, Generative AI, and Large Language Models (LLMs).

By leveraging Agentic AI workflows, Turbomechanica not only diagnoses equipment problems early but also recommends prescriptive actions, reducing downtime and enabling predictive maintenance at scale.

With our mission-critical monitoring solutions, reliability, accuracy, and client trust remain at the core of everything we build.

As we continue to scale, we are investing in a world-class process driven engineering function to ensure resilience, speed, and confidence across our product ecosystem, enabling the future of AI-driven industrial reliability management.

More about us:

• 45 employees and growing
• Multi-national team with employees based in India and the United States
• Venture-funded and ready to close Series A funding round
• Billion-dollar customers like Berkshire Hathaway, Chevron, SM Energy, and Freeport LNG (among others)
• Subject-matter expertise of one of the world’s foremost Turbomachinery experts provides invaluable learning and mentoring opportunities

Are you ready to push boundaries and create impact?

We're looking for innovative, analytical thinkers with a passion for leveraging cutting-edge technology to solve complex challenges.

You’re an ideal candidate if you:

• Thrive in a fast-paced environment with the freedom to experiment, adopt new tools, and help shape technological choices as the product evolves.
  
  
• Are highly motivated, driven, and committed to excellence.
  
  
• Are eager to drive transformation with an entrepreneurial mindset and a strong desire to learn
• Are a builder and problem-solver who relishes taking ownership, adapting quickly, and making an impact.
  
  
• Enjoy being part of a dynamic, energetic team that knows how to celebrate success

Kickstart your career with a company that’s fun, innovative, and shaping the future of the oil and gas industry.

Mechademy is where cutting-edge predictive analytics meets a culture of collaboration and creativity.

We’re not your typical start-up company – we thrive on solving complex challenges with technology, fostering growth, and making an impact.

Whether you're diving into groundbreaking projects, learning from industry leaders, or enjoying team outings, you’ll feel valued and inspired every step of the way.

• Work on groundbreaking technology that is shaping the future of rotating equipment diagnostics.
  
  
• Relish a challenging, dynamic role with opportunities for individual contributions that direct impact on the success of the company.
  
  
• Grow into a leadership position as Mechademy grows.
  
  
• Generous compensation to help you achieve financial stability.
  

• Opportunity to build scalable processes for a company serving Fortune 500 clients.
  
  
• A collaborative environment with engineering, product, and customer success teams solving hard problems.
  
  
• Competitive compensation, performance incentives, and professional growth opportunities.
  
  

At Mechademy, your ideas matter, your growth is our priority, and your future starts now.

Required Skill Profession

Prb