SaaS Onboarding & Training Specialist

KMC Solutions

Makati

On-site

PHP 600,000 - 1,000,000

Full time

14 days+

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Job summary

KMC Solutions is seeking an Implementation Specialist to guide onboarding of our SaaS platform. You will train clients, gather requirements, customize accounts, and provide multi-channel support during the first 30 days of a new client lifecycle.

You will collaborate with Sales, Service, Engineering and Marketing to ensure a smooth handoff, resolve issues, and advocate for excellent customer experience in a fast-paced tech environment in Metro Manila.

Qualifications

3+ years in a customer-facing role for a technology company (preferably SaaS).
Exceptional communication skills both written & verbal.
Strong interpersonal and cross-functional collaboration.
Proficient with Excel; comfortable with Salesforce and CRM/SaaS tools.
Customer satisfaction focus; internal advocate.
Ability to adapt and manage priorities with minimal micromanagement.
Problem-solving and onboarding customization skills.
Multi-tasking 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, correct, and advise on aligning business objectives within the platform; be the client's hero.
Train customers with varying levels of sophistication and provide documentation.
Manage configurations and setups within the software and related networks.
Schedule additional training sessions post each training; assess needs for comfort with the software.
Provide telephone and email technical support to enable quick issue identification and escalation.
Work with Engineering, Sales, Client Success, Creative Services, and Marketing to resolve issues.
Manage workload and communicate backups as needed.
Provide feedback to management on adoption, usage, issues, churn indicators and feature requests.
Escalate issues to the appropriate team and see them through to resolution.
Own onboarding experience and client satisfaction; adhere to onboarding policy.
Create initiatives to drive successful product/service onboarding.
Be an onboarding expert and disseminate product updates to customers and internal teams.
Build credibility and earn customer trust through expertise and listening.
Quickly adapt to updates and communicate changes to customers and teams.