Account Manager-Customer Renewals & Onboarding

MyOperator; Dadri; Híbrido; INR 500.000 - 800.000; Tempo integral

Benefícios oferecidos por esta vaga

5 days working + alternate Saturdays

Performance-based incentives

Career growth in CS/AM

Health & wellness benefits

Resumo da vaga

MyOperator is seeking a target-driven Customer Retention & Onboarding Specialist for its High Value SMB clients. The role owns onboarding new accounts within SLA and renewing existing accounts on time, with a focus on configuring IVR, numbers, WhatsApp API, and integrations.

Responsibilities include live onboarding sessions, renewal conversations, churn mitigation, and cross-functional collaboration. Fluent English and Hindi are required for client training and renewal discussions.

Qualificações

• 1–2 years in B2B customer onboarding, renewals or customer success in SaaS.
• Configured and set up client accounts on a SaaS platform (IVR, virtual numbers, WhatsApp API or integrations).
• Fluent in English and Hindi for client training and renewal conversations.

Responsabilidades

• Onboard new accounts within SLA and train clients on panel navigation and analytics.
• Configure IVR routing, virtual numbers, WhatsApp API integrations.
• Conduct live remote onboarding sessions to onboard and train clients on panel navigation, analytics and reporting tools.
• Renewals: run renewal conversations and close them before expiry, flag at-risk accounts.
• Log onboarding, renewal outcomes and disposition codes in Zoho CRM daily.
• Coordinate with account managers, customer support, and engineering teams to resolve escalations within 1 business day.

Ferramentas

Zoho CRM

WhatsApp Business API

IVR setup

Descrição da vaga

Role Overview

We are seeking a target-driven Customer Retention & Onboarding Specialist for our High Value & Growing SMB Clients. This role owns two verifiable deliverables: onboarding new accounts within SLA, and renewing existing accounts on time.

About MyOperator

MyOperator is a Business AI Operator and category leader that unifies WhatsApp, Calls, and AI-powered chatbots & voice bots into one intelligent business communication platform. Unlike fragmented communication tools, MyOperator combines automation, intelligence, and workflow integration to help businesses run WhatsApp campaigns, manage calls, deploy AI chatbots, and track performance — all from a single no-code platform. Trusted by 12,000+ brands including Amazon, Domino’s, Apollo, and Razor-pay, MyOperator enables faster responses, higher resolution rates, and scalable customer engagement.

Key Responsibilities & Verifiable Deliverables

• Onboarding & Technical Configuration (20% Weightage)
• Execute technical setup for new client accounts, including IVR routing, virtual number provisioning, WhatsApp API and integrations.
• Conduct live remote setup sessions to onboard and train clients on panel navigation, analytics and reporting tools.
• Complete 90%+ of onboardings within the established SLA.
• Complete pre-handoff quality checklists to ensure 100% setup accuracy before transferring accounts to account managers.
• Renewals, Risk Identification & Churn Mitigation (70% Weightage)
• Run renewal conversations for accounts approaching their renewal date, and close them before expiry.
• Audit account health logs daily (e.g. call volume drops, inactive user seats, reduced portal logins) to flag at-risk accounts ahead of renewal.
• Execute targeted outbound calls and emails to reactivate declining or dormant accounts.
• Manage inbound cancellation and downgrade requests through retention offers.
• Log churn root causes and conduct exit interviews, capturing quantifiable reasons for cancellation.
• Operational Hygiene & Cross-Functional Workflows (10% Weightage)
• Log 100% of onboarding session notes, renewal outcomes and disposition codes in Zoho CRM on the same business day.
• Capture customer feedback scores (CSAT/NPS).
• Partner with account managers, customer support, technical support and telecom teams to resolve account setup escalations within a 1-business-day SLA.

Measurable Key Performance Indicators (KPIs)

• Gross Retention Rate (GRR) / Churn %: Maintain monthly net revenue retention targets and minimize account churn in the assigned cohort.
• Onboarding Completion Rate: Achieve 90% onboarding completion within SLA timelines.
• CSAT / NPS Target: Maintain an average CSAT rating of 4.5/5 across onboarding sessions.

Requirements

• Must-Have Criteria (Mandatory Deal-Breakers)
• Experience: 1–2 years of hands-on experience in B2B customer onboarding, renewals or customer success within a SaaS environment.
• Renewals: Handled renewal conversations for a B2B subscription product, against a renewal or retention target, for at least 12 months.
• Onboarding: Configured and set up client accounts on a SaaS platform yourself (for example IVR, virtual numbers, WhatsApp Business API or integrations).
• Languages: Fluency in English and Hindi, spoken and written, for client training and renewal conversations.
• Good-to-Have Criteria (Preferred Experience)
• Setting up WhatsApp Business API, including templates and webhooks.
• Daily use of Zoho CRM or a similar CRM to log interactions and track account health.
• Prior experience handling high-volume B2B accounts with high transaction frequency.

Benefits

• 5 days working plus alternate Saturdays
• Competitive fixed salary with performance-based incentives linked to renewal rates, early flags during health checks, and customer and onboarding CSAT.
• Clear career growth path within Customer Success and Account Management.
• Opportunity to work in a high-growth SaaS and Business AI environment.
• Recognition and rewards for top performers
• Health and wellness benefits and paid leave as per company policy