Onboarding Specialist

3 weeks ago

Thiruvananthapuram, Kerala, India CIEL HR Full time

Job Summary We re seeking an exceptional Onboarding Specialist to ensure seamless integration of our SaaS platform for restaurant partners As the primary point of contact you ll drive high onboarding experience resolve queries and foster long-term relationships Key Responsibilities 1 End-to-end product knowledge Understand our SaaS platform s features functionality and technical requirements 2 Onboarding expertise Develop and execute tailored onboarding plans for restaurant partners Understanding of restaurant layout and building the same in SaaS platform3 Query resolution Address technical and operational questions from restaurant personnel via phone email or in-person 4 Relationship building Establish trust and rapport with key decision-makers and end-users 5 NPS Net Promoter Score improvement Consistently deliver high-quality onboarding experiences driving positive feedback 6 Process optimization Identify and suggest improvements to onboarding processes and documentation 7 Collaboration Work closely with the Central Operations team Sales and Product teams to ensure alignment Key Skills Essential 1 1 years of experience in customer-facing roles onboarding support or success 2 SaaS platform knowledge food tech or restaurant industry experience a plus 3 Excellent communication interpersonal and problem-solving skills 4 Ability to understand technical concepts and communicate them simply 5 Strong analytical and troubleshooting skills 6 Organizational expertise Manage multiple onboarding projects simultaneously Desirable 1 Restaurant or hospitality industry experience 2 Familiarity with customer success platforms e g Reserve Go etc Performance Metrics 1 Onboarding completion rate 2 NPS scores 3 Customer retention rate 4 Time-to-value TTV reduction 5 Quality of onboarding documentation

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