Onboarding Specialist

2 days ago

Delhi, India Cox & Kings Full time
Job Overview:

The Solution Expert / Onboarding Specialist will be responsible for ensuring a smooth, efficient, and effective onboarding experience for new clients using the company’s corporate travel booking tool. This role involves guiding clients through setup, configuration, and initial use of the platform to ensure alignment with their business needs. The ideal candidate is a problem solver with technical acumen, outstanding customer service skills, and experience in corporate travel or SaaS onboarding.

Key Responsibilities:

Client Onboarding & Implementation

- Lead the end-to-end onboarding process for new clients, ensuring timely and accurate implementation of the corporate travel booking tool.- Gather and analyze client requirements to configure the tool according to their travel policies, preferences, and workflows.- Customize settings, user roles, and permissions to fit each client’s organizational needs.

Product Training & Client Education

- Conduct training sessions (virtual or on-site) for client administrators and end-users to ensure effective platform adoption.- Create and maintain training materials, tutorials, and documentation to aid in client education.- Address any questions, provide best practices, and empower clients to maximize the tool’s capabilities.

Technical Support & Issue Resolution

- Serve as the first point of contact during onboarding to troubleshoot and resolve any setup issues.- Collaborate with the product and support teams to escalate and resolve technical issues that may arise during implementation.- Maintain detailed records of client interactions, setups, and resolutions to ensure continuity and reference for future support.

Client Relationship Management

- Develop and nurture positive relationships with new clients, positioning yourself as a trusted advisor for their travel management needs.- Regularly communicate with clients to assess their satisfaction with the tool and address any concerns during the onboarding process.- Conduct follow-up sessions to ensure clients are comfortable and fully operational post-onboarding.

Solution Customization & Optimization

- Offer insights and recommendations on how clients can best utilize the tool to optimize travel management processes.- Adjust configurations based on feedback and evolving client requirements to ensure the tool remains aligned with their needs.- Stay informed about product updates and enhancements, communicating relevant changes to clients.

Collaboration with Sales & Product Teams

- Work closely with the sales team to ensure smooth handover of new clients and alignment on client needs.- Provide feedback to the product team based on client interactions to contribute to ongoing product improvement.- Identify and communicate opportunities for upselling or cross-selling additional services or features that may benefit the client.

Data Management & Reporting

- Maintain accurate records of onboarding activities, client setups, and configuration details.- Provide regular updates to management on onboarding progress, client feedback, and any obstacles encountered.- Contribute to data-driven insights and reports that help improve onboarding processes and client retention.

Key Skills & Qualifications:

- Bachelor’s degree in Business, IT, or a related field.- 2+ years of experience in client onboarding, implementation, or technical support in a SaaS or corporate travel environment.- Strong understanding of corporate travel management and booking systems.- Excellent communication, presentation, and client-facing skills.- Technical proficiency with SaaS platforms, with the ability to troubleshoot, configure, and manage setups.- Strong organizational skills with attention to detail.- Proficiency in CRM software and project management tools.

Additional Preferences:

- Experience with travel management software or corporate booking tools.- Familiarity with API integrations and travel policy configuration.- Ability to work independently and manage multiple clients simultaneously.

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