Client Onboarding - Paytm Pi Agent (SMB)

Paytm; Gurugram District; On-site; INR 450,000 - 700,000; Full time

Job summary

Paytm is seeking a Client Onboarding & Product Specialist to manage the onboarding and adoption journey for new clients in Noida. You will conduct product demos, guide setup and integrations, and resolve onboarding challenges to ensure a smooth rollout of Paytm’s solutions.

The role requires strong communication, a customer-focused mindset, and the ability to work closely with Sales, Support, and Product teams to ensure successful adoption and meeting SLAs.

Qualifications

• 1+ years in Customer Success, Client Onboarding, SaaS, Product Support, or related roles.
• Experience with digital marketing, WhatsApp Business, CRM, or SaaS platforms is a plus.
• Strong communication skills and customer-focused mindset are essential.

Responsibilities

• Lead onboarding for new clients, ensuring activation and successful product setup.
• Conduct product demos, tours, and training sessions for clients.
• Guide clients through WhatsApp Marketing integrations and campaign setup.
• Serve as primary onboarding contact and resolve setup-related queries.
• Monitor client adoption, identify opportunities to improve usage and engagement.
• Simplify complex product or technical processes to help clients adopt quickly.
• Collaborate with Sales, Support, and Product to resolve issues and gather feedback.
• Track onboarding progress, requirements, and SLA adherence.
• Monitor campaign performance and assist clients with multi-channel campaigns.
• Identify recurring challenges and work with teams to improve processes and onboarding journeys.
• Maintain records of client interactions, onboarding status, feedback, and resolutions.

Skills

Communication

Customer-centric

Problem-solving

Product demos

SaaS & CRM knowledge

Coordination & stakeholder management

Multi-client management

Cross-functional teamwork

Tools

CRM systems

Job description

Job Title: Client Onboarding & Product Specialist

Company: Paytm

Location: Noida

Department: Business / Customer Success / Product

Role Overview

We are looking for a proactive and customer-focused professional to manage the onboarding and adoption journey of new clients at Paytm. The role involves conducting product demos, guiding clients through setup and integrations, resolving onboarding challenges, and ensuring smooth adoption of Paytm’s solutions.The ideal candidate should have strong communication skills, a problem-solving mindset, and the ability to work closely with Sales, Support, and Product teams.

Key Responsibilities

• Lead new clients through a smooth and structured onboarding process, ensuring successful product setup and activation.
• Conduct product demos, product tours, and personalized training sessions to help clients understand and effectively use Paytm’s solutions.
• Guide clients through WhatsApp Marketing integrations, campaign setup, and relevant product functionalities.
• Act as the primary point of contact during onboarding, addressing setup-related queries and troubleshooting issues to ensure a seamless experience.
• Monitor client adoption and proactively identify opportunities to improve product usage and engagement.
• Simplify complex product or technical processes and help clients move from initial onboarding challenges to confident product usage.
• Collaborate with Sales, Customer Support, and Product teams to resolve client issues and share actionable customer feedback.
• Track onboarding progress, client requirements, and issue resolution while ensuring adherence to defined SLAs.
• Monitor campaign performance and support clients in optimizing their multi-channel campaigns.
• Identify recurring client challenges and work with internal teams to improve processes, product experience, and onboarding journeys.
• Maintain accurate records of client interactions, onboarding status, feedback, and resolutions.

Key Skills

• Strong verbal and written communication skills.
• Customer-centric approach with strong relationship-building abilities.
• Good problem-solving and troubleshooting skills.
• Ability to conduct product demonstrations and training sessions.
• Understanding of SaaS products, CRM, digital marketing, or WhatsApp-based marketing solutions is preferred.
• Strong coordination and stakeholder management skills.
• Ability to manage multiple clients and priorities while meeting SLAs.
• Comfortable working in a fast-paced, cross-functional environment.

Preferred Experience

• 1+ years of experience in Customer Success, Client Onboarding, SaaS, Product Support, Account Management, or related roles.
• Experience working with digital marketing, WhatsApp Business, CRM, or SaaS platforms will be an added advantage.