Onboarding Specialist – Operations & Maintenance Application

CSML GROUP; Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

CSML GROUP in Mumbai seeks an Onboarding Specialist to drive successful onboarding for new customers on our SaaS platform. You will gather requirements, configure the application, set up master data, and work with Product, Development, QA and Support to ensure timely delivery.

You will deliver customer training, create onboarding guides, manage data migration, and monitor adoption. The role requires strong communication, attention to detail, and the ability to manage multiple projects with

Qualifications

• Bachelor's degree
• 2 years of experience in customer onboarding, SaaS application support, or customer success/functional consulting
• Strong communication and presentation skills
• Analytical and problem-solving abilities
• Good understanding of data management and Excel
• Ability to manage multiple projects simultaneously
• Strong customer-facing and stakeholder management skills
• Experience in preparing reports and documentation

Responsibilities

• Lead end-to-end onboarding of new customers on our application
• Gather customer requirements and understand business processes
• Configure the application as per customer requirements
• Set up master data, users, roles, permissions, and organizational structures
• Coordinate with internal teams to ensure timely project delivery
• Collect, validate, and upload customer data into the application
• Prepare onboarding documentation and checklists
• Ensure data accuracy and completeness during implementation
• Support data migration and bulk data import activities
• Assist existing customers with new onboarding requirements and enhancements
• Conduct customer training sessions and product demonstrations
• Address customer queries and provide functional support
• Build strong relationships with customers and ensure high satisfaction
• Act as the primary point of contact during onboarding
• Coordinate with Product, Development, QA, and Support teams
• Track onboarding progress and provide regular status updates
• Escalate risks and issues to management when required
• Create and maintain onboarding guides, SOPs, and training materials
• Continuously improve onboarding processes and customer experience
• Maintain project documentation and customer records

Skills

Communication

Presentation

Analytical thinking

Problem solving

Data management

Excel

Multitasking

Stakeholder management

Customer facing

Education

Bachelor's degree

Tools

CRM software

ERP

CMMS

Asset management software

Job description

Job Summary

The Onboarding Specialist will be responsible for onboarding new customers onto our platform and supporting existing customers with additional onboarding requirements, data setup, configuration changes, and user adoption activities. The ideal candidate should have strong communication skills, attention to detail, and experience in software implementation and customer support.

Key Responsibilities

Customer Onboarding

• Manage end-to-end onboarding of new customers on our application.
• Gather customer requirements and understand business processes.
• Configure the application as per customer requirements.
• Set up master data, users, roles, permissions, and organizational structures.
• Coordinate with internal teams to ensure timely project delivery.

Data Management

• Collect, validate, and upload customer data into the application.
• Prepare and maintain onboarding documentation and checklists.
• Ensure data accuracy and completeness during implementation.
• Support data migration and bulk data import activities.

Customer Support & Relationship Management

• Assist existing customers with new onboarding requirements and enhancements.
• Conduct customer training sessions and product demonstrations.
• Address customer queries and provide functional support.
• Build strong relationships with customers and ensure high customer satisfaction.

Coordination & Communication

• Act as the primary point of contact during the onboarding phase.
• Coordinate with Product, Development, QA, and Support teams.
• Track onboarding progress and provide regular status updates.
• Escalate risks and issues to management when required.

Documentation & Process Improvement

• Create and maintain onboarding guides, SOPs, and training materials.
• Continuously improve onboarding processes and customer experience.
• Maintain project documentation and customer records.

Required Skills & Qualifications

• Any Bachelor's degree.
• 2 years of experience in:
  • Customer onboarding
  • SaaS application support
  • Customer success or functional consulting
• Strong communication and presentation skills.
• Excellent analytical and problem‑solving abilities.
• Good understanding of data management and Excel.
• Ability to manage multiple projects simultaneously.
• Strong customer‑facing and stakeholder management skills.
• Experience in preparing reports and documentation.

Preferred Skills

• Experience with Operations & Maintenance (O&M), Asset Management, ERP, CMMS, or Enterprise Applications.
• Experience in conducting online training sessions and webinars.
• Experience working with global customers across different time zones.

Key Competencies

• Customer‑centric mindset
• Excellent communication and interpersonal skills
• Attention to detail
• Ownership and accountability
• Time management and prioritization
• Team collaboration
• Adaptability and willingness to learn

Success Metrics

• Successful and timely onboarding of new customers.
• Customer satisfaction and onboarding experience.
• Accuracy of data migration and configuration.
• Reduction in onboarding turnaround time.
• High customer adoption and retention rates.