Onboarding Specialist

Job Description Position: Onboarding Specialist - Customer Success Primary Role Objective: Deliver end-to-end client onboarding including setup, integrations, WhatsApp & Google My Business (GMB) configuration, and product training, ensuring a seamless client experience and measurable satisfaction. Key Responsibilities: 1. Client Onboarding & Setup - Complete onboarding sessions per day - Ensure onboarding completion within SLA (90% target) - Deliver setup accuracy and configuration success for CRM, WhatsApp & GMB  - Handle setup, integrations, WhatsApp, GMB, and training in one unified call 2. Training & Client Enablement - Conduct live product demonstrations and walkthroughs - Train clients on platform usage including dashboard, analytics, and reports - Share support documentation and product guide reference sheets - Ensure 100% training completion rate per session - Achieve CSAT/NPS Score  3. Process Adherence & CRM Documentation - Maintain complete and accurate CRM records - Update session outcomes in Zoho CRM same day - Capture all session details including trainer, setup notes, feedback - Track and manage re-onboarding cases accurately - Ensure 100% feedback capture via Call Rating System 4. Collaboration & Communication - Coordinate with Account Managers for pre-session confirmation - Collaborate with Support Team for timely post-onboarding handoff - Handle escalations within 1 business day SLA - Attend weekly and monthly review meetings  5. Quality & Continuous Improvement - Maintain error rate - Incorporate client and CS feedback for process improvements 6. Automation & System Efficiency - Ensure correct calendar-booking automation  - Validate CRM & Google Calendar sync - Report automation errors within 12 hours - Maintain slot utilization rate Required Skills: - Excellent communication and presentation skills - Strong technical aptitude for CRM integrations - Experience with WhatsApp Business API and GMB - Customer success and onboarding experience - Proficiency in Zoho CRM and Google Calendar - Time management and organizational skills - Problem-solving and troubleshooting abilities 2. Technical Configuration & Integration - Configure CRM workflows, custom fields, and automation rules - Set up WhatsApp Business API integrations and templates - Configure Google My Business profiles and optimization - Ensure all technical integrations are tested and functional before handoff 3. Product Training & Enablement - Conduct comprehensive product training sessions for new clients - Create customized training materials and documentation - Ensure clients understand all features and best practices - Provide post-training support during initial usage period 4. Documentation & Quality Assurance - Maintain detailed onboarding records in CRM - Document client-specific configurations and customizations - Follow quality checklists to ensure complete setup - Gather feedback and identify improvement opportunities Requirements Education: - Bachelor's degree in Business, Communications, or related field - Additional certifications in Customer Success or SaaS preferred Experience: - 2-3 years of experience in customer success, onboarding, or technical training - Experience with SaaS products and enterprise communications platforms - Hands-on experience with CRM systems - Experience with WhatsApp Business API and Google My Business Technical Skills: - Strong proficiency in Zoho CRM and Google Calendar - Understanding of API integrations and webhooks - Familiarity with customer onboarding automation tools - Ability to troubleshoot technical issues during onboarding sessions Soft Skills: - Excellent verbal and written communication skills - Strong presentation and training abilities - Time management and ability to handle multiple sessions daily - Problem-solving mindset with attention to detail - Customer-centric approach with empathy - Ability to work collaboratively with cross-functional teams Preferred Qualifications: - Experience in telecommunications or enterprise software industry - Knowledge of call routing, IVR systems, and business communication tools - Prior experience with MyOperator platform is a plus - Track record of achieving high CSAT/NPS scores Benefits Compensation & Benefits: - Competitive salary package (CTC up to 5 LPA based on experience) - Performance-based incentives and bonuses - Annual performance reviews and merit increases Health & Wellness: - Comprehensive health insurance coverage - Mental health and wellness programs Work-Life Balance: - Flexible working hours - Work from home options - Paid time off and holidays Professional Development: - Training and skill development programs - Career growth opportunities within Customer Success team - Access to industry certifications and courses Work Environment: - Modern office infrastructure - Collaborative and supportive team culture - Latest tools and technology for productivity Requirements -2–3 years of experience in Customer Success, client onboarding, or technical training within SaaS or enterprise communication platforms. -Strong proficiency in Zoho CRM, Google Calendar, and hands-on experience with CRM workflows, automation, and integrations. -Practical understanding of API integrations, webhooks, onboarding automation tools, and troubleshooting technical issues during live sessions. -Experience working with WhatsApp Business API and Google My Business (GMB), with the ability to configure and optimize related setups. -Excellent verbal and written communication skills, with strong presentation and training capabilities. -Ability to manage multiple client sessions daily, prioritize tasks effectively, and maintain high attention to detail. -Customer-centric mindset with empathy, problem-solving strengths, and the ability to collaborate with cross-functional internal teams. -Preferred: Experience in telecommunications or enterprise software, familiarity with call routing/IVR systems, and prior exposure to the MyOperator platform. -A track record of driving positive client outcomes, including high CSAT/NPS scores.