Onboarding Specialist

FlowTrack - Productivity Monitoring & Employee Insights; Coimbatore District; On-site; INR 6,686,000 - 9,551,000; Full time

Job summary

FlowTrack - Productivity Monitoring & Employee Insights seeks an experienced Customer Onboarding/ product implementation specialist. You will onboard customers, gather requirements and provide enterprise-level technical support across channels to ensure best-in-class implementation.

You will coordinate with Sales, Presales, CS, Product and Engineering to drive go-live, manage scope, and deliver projects on time, while building strong client relationships and translating requirements into

Qualifications

• Experience in software/tech industry (2–5 years).
• Experience implementing SaaS products preferred.
• Basic front-end skills: HTML5, JavaScript, jQuery.
• Understanding REST APIs with cloud systems.
• Familiarity with Zoho, Zendesk, Keka, We360.
• Excellent communication and written skills.

Responsibilities

• Be prime contact for customers during project implementations and drive milestones.
• Coordinate with Sales, Presales, Success, Product, Engineering and Support.
• Lead go-live activities including scoping and change requests with EM.
• Define goals, requirements, planning, tracking, and timely delivery.
• Establish project plans, milestones, and processes with EM.
• Collaborate with SI partners for integrations and custom work.
• Ensure smooth handover to Customer Success after Go-Live.
• Suggest product enhancements to Product Management.

Skills

Customer onboarding

SaaS implementation

REST APIs

HTML5/JavaScript

Communication skills

Cross-functional collaboration

Tools

Zoho

Zendesk

Keka

We360

Job description

Overview

We are looking for an experienced Customer Onboarding/ product implementation specialist to onboard customers and provide enterprise-level technical support to our customers. This technician will gather the requirements via phone, web, email, chat, and other channels as required and provide the best-in-class implementation of the product.

Role And Responsibilities

• Be prime contact for customers during project implementations and display a high sense of urgency and ownership during customer interactions.
• Extremely strong in relationship building/management with clients and internal stakeholders (Sales, Presales, Customer Success, Product, Engineering, Marketplace, and Support).
• Be responsible for all technical aspects of project implementation and coordination, right from kick-off to Go-Live, including scoping and change request management along with the Engagement Manager (EM).
• Work closely with project sponsors and stakeholders (internal & external) in defining project goals, requirements, project planning, tracking, and delivering the project(s) in a timely manner/agreed time frames.
• Conduct pre-kick-off meetings with sales/pre-sales and kick-off meetings with customers to establish and communicate project plans, milestones, goals, and associated processes and set the right expectations with customers.
• Work with EM to lead the development and implementation of a coordinated set of plans and programs for all phases to meet the goals and priorities of the projects.
• Participate in establishing practices, templates with EM (Statement Of Work (SoW), Project plans, trackers), policies, tools, and partnerships to expand and mature these capabilities for the organization
• Ensure the prime objective of “delivering moments of wow to our customers” is always met.
• Work with EM to establish and manage communication, escalation, and risk management plans.
• Monitor and track project progress and work efforts on a daily basis, and report project status to EM, senior management, and other stakeholders. This role includes working on multiple projects at a time.
• Coordinate with customer, EM, and internal teams to develop work/change when needed due to changes in scope, schedules, and dependencies.
• Communicate clearly with management, customers, sales, and developers to ensure business requirements are translated accurately for implementation.
• Recommend product enhancements and new product opportunities to the Product Management team. Should also check with the product team as per the timelines committed by them.
• Work closely with pre-sales/sales and implementation services to help estimate customer engagements and keep them updated on the latest changes in the process.
• Work with SI partners for custom app/integration work for customer engagements.
• Work closely with Customer Success Manager (CSM) to ensure proper handover after Go-Live is done.
• Take on other assigned responsibilities as required.
• Be a trusted advisor to the customers and have a growth mindset

Qualifications

• At least 2 to 5 years of experience in the software/tech industry
• Experience in the implementation of SaaS products is a big plus, or working experience in these products
• Basic front-end programming skills such as HTML5, JavaScript, and jQuery (Good to have)
• Basic understanding of the technology stack and programming concepts
• Understanding of integrations (REST APIs) with cloud systems
• Good to have hands-on experience with configuring SAAS products such as Zoho, Zendesk, Keka, We360, etc...
• Ability to learn and understand the SAAS products
• Fast learner and can pick up new technologies
• Good communication skills and written skills – must have
• Willing to work in Europe shift.
• Capable of working on a cross-functional team to solve business & tech problems
• Understand the customer requirements and passion for providing solutions
• Soft skills to interact with customers over the phone or video call