Onboarding Specialist

SaaS Labs; Delhi; Hybrid; INR 600,000 - 900,000; Full time

Job summary

SaaS Labs in India is seeking an Onboarding Specialist to become a product expert and ensure customers achieve their desired outcomes quickly by guiding implementation and adoption. You will educate customers on features, help solve technical concerns, and drive value from day one.

You will work with sales, product, engineering and success teams to ensure customer requirements are met and a smooth handover to the customer success team.

Qualifications

• 2-4 years in onboarding in a B2B SaaS or tech product company
• Experience working with C-level/senior executives
• Open to working across US/EU/AUS time zones
• Strong written and verbal communication skills

Responsibilities

• Develop understanding of customer objectives and challenges
• Record use cases and customization requests
• Develop success plans for quick outcomes
• Train customers on product features and benefits
• Drive implementation for new customers to rapid value
• Educate customers on best practices
• Collaborate with sales, product, engineering and success teams
• Engage stakeholders and build relationships with customers
• Proactively engage at-risk customers and resolve concerns
• Ensure smooth handover to customer success team

Skills

Onboarding

Stakeholder management

Cross-functional collaboration

Communication

Tools

Gainsight

Totango

ChurnZero

Job description

Job Title: Onboarding Specialist

Location: India Noida, Bengaluru, Remote

Shift: Global (Territory Specific)

Job Function: Customer Experience

Employment Type: Full Time

Company:

SaaS Labs, founded in 2016, is a fast-growing company in the software as a service SaaS space focusing on the cloud contact centre space. The cloud contact centre space is a fast-growing market with an addressable opportunity of $24B globally and is expected to witness explosive growth in the next few years. The company was founded by Gaurav Sharma, who is a third-time entrepreneur, having successfully sold both his previous companies (in 2012 and 2016). With a current employee strength of 75, SaaS Labs expects to double it by the end of 2021. Bootstrapped since inception, the firm recently closed a large venture capital round from two large global funds The firm has two core products for now - justcall.io (https://justcall.io/) and helpwise.io (https://helpwise.io/) and the vision is to build a portfolio of contact centre offerings and not just restrict to these products only.

About the Role

As an Onboarding Specialist, you will become a product expert and ensure that customers achieve their desired outcomes quickly and efficiently drive value throughout the onboarding experience. You will set up customers for immediate success by facilitating the implementation process, and educate them on the product, help solve their technical concerns and ensure smooth adoption of the product and services. As an onboarding specialist, you act as a customer's trusted advisor and have the potential to influence their future journey with SaaS Labs products.

Responsibilities

• Develop a comprehensive understanding of the customer needs, including business objectives and challenges.
• Record the use cases, customer requirements and customization requests
• Develop success plans for the customer to quickly achieve their desired outcomes
• Train customers on the product features and educate how they help achieve the desired objectives
• Drive the implementation of product for all the new customers to ensure they achieve their first aha moment quickly
• Develop and educate the customer on the best practices
• Collaborate with sales, product, engineering and success teams to ensure the customer requirements are met
• Engage the right stakeholders and establish strong relationships with new and existing customers and leverage feedback for continuous improvement of the process
• Take ownership of the onboarding the customer, identify and target at risk customers and take appropriate steps to engage with them proactively, understand the concerns and drive resolution
• Ensure a successful warm handover of the customer post the onboarding cycle to the customer success team without letting the baton to drop.

Qualifications

• Has 2-4 years of experience in a high touch, low touch or tech touch customer onboarding in a B2B SaaS or Tech Product based company
• Should have worked with the C-level and senior executives
• Should be open to aligning with US / EU / AUS time zones
• Has exceptional ability to communicate and foster positive business relationships
• Showcases exemplary written and verbal communication skills to work along with global customers
• Has strong problem solving and analytical skills
• Has worked with global customers, and across different segments in the past
• Exhibit a true passion for customers and for customer success
• Preferred experience of working with at least one Customer Success tool like Gainsight, Totango, ChurnZero, or similar. .