Head of Customer Onboarding

3 days ago

Coimbatore, India WebEngage Full time

About the role:

The Head of Customer Onboarding leads and scales the onboarding function. This role is pivotal in ensuring the successful onboarding of customers, driving revenue recognition from onboarding to billing start, and operationalizing processes for seamless product integration. You will own the P&L of the onboarding team and act as the final point of escalation for integration and technical issues.

This leadership role combines strategic thinking, team management, and hands-on execution to ensure high customer satisfaction, optimize operational processes, and timely revenue capture. The nature of projects includes data movement into and outside of WebEngage and integrations of SDKs / APIs across external systems like Salesforce, LeadSquared, Adobe etc.


Roles and Responsibilities:

  • Own the onboarding team's P&L and ensure timely revenue capture by managing the process from customer onboarding to billing start.
  • Design, implement, and refine onboarding processes to accelerate time-to-value (TTV), improve customer experience, and optimize operational efficiency.
  • Serve as the final point of escalation for complex integration issues, working with Product and Engineering teams to resolve challenges.
  • Lead, mentor, and develop a high-performing onboarding team, driving accountability, operational excellence, and continuous improvement.
  • Partner with Sales, Customer Success, Product, and Finance to ensure smooth transitions, alignment on goals, and timely handoffs for revenue recognition.
  • Engage directly with key customers during onboarding, ensuring high satisfaction and continuous feedback for process and product improvement.


Ideal Candidate

  • Familiarity with the SaaS product ecosystem surrounding marketing automation and CDP is a big plus.
  • Strong team building and project management skills for technical projects
  • Experience with software implementation or consultative roles (or equivalent experience)
  • 5 years+ of management experience in managing technical project deliveries or Technical Services.
  • An ability to adapt quickly to new software and constantly changing business requirements
  • Background and expertise in building new service capabilities to accommodate growth, scale and global reach.
  • A Bachelor’s degree in computer science, IT engineering or related field.
  • A Master’s degree in computer science, IT Engineering or a related field is an add-on advantage.


Location:

  • Mumbai

Working Model:

  • Hybrid - 3 Days Work from Office a week (Mon, Tue, Fri)

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