SaaS Onboarding Architect & Customer Success Coach

KMC Solutions; Philippines; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

KMC Solutions is seeking an Implementation Specialist to train and onboard new customers of our SaaS platform. You will guide clients through the initial setup, design configurations, and provide proactive support by phone and email to ensure a smooth start.

You will collaborate with Sales, Service, Engineering, Client Success, and Marketing to ensure seamless handoffs, tailor training, and document best practices.

Qualifications

• 3+ years in a customer-facing role for a technology company (preferably SaaS).
• Exceptional written and verbal communication skills.
• Strong interpersonal skills & cross-functional collaboration.
• Proficient with Excel; Salesforce experience a plus.
• Desire to focus on customer satisfaction and be an internal advocate.
• Ability to self-direct as priorities shift.
• Ability to multi-task in a fast-paced environment.
• Strong presentation and consultative skills.
• Knowledge of Google, Facebook or Yelp listings is a plus.

Responsibilities

• Collaborate with Sales and Service teams to ensure smooth handoffs before and after onboarding.
• Identify and advise on aligning business objectives within the platform.
• Train customers and provide implementation documentation.
• Manage configurations and setups within the software and networks as needed.
• Schedule additional training sessions after each completed training.
• Provide phone and email technical support to resolve onboarding issues.
• Work with Engineering, Sales, and Marketing to resolve issues.
• Escalate issues to appropriate teams and drive resolution during onboarding.
• Maintain onboarding experience and client satisfaction as priority.
• Adhere to onboarding policies and procedures.

Skills

Customer-facing

Communication

Cross-functional collaboration

Excel

Salesforce

CRM experience

Self-direction

Multi-tasking

Presentation skills

Onboarding

Tools

Excel

Salesforce

Job description

KMC Solutions is seeking an Implementation Specialist to train and onboard new customers of our SaaS platform. You will guide clients through the initial setup, design configurations, and provide proactive support by phone and email to ensure a smooth start.

You will collaborate with Sales, Service, Engineering, Client Success, and Marketing to ensure seamless handoffs, tailor training, and document best practices.