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Implementation Specialist

2 months ago

hyderabad, India MediaMint Full time

Implementation Specialist/Onboarding Consultant

Location : Hyderabad

WFO/Hybrid


The Onboarding Specialist is a critical role responsible for ensuring the seamless onboarding and successful launch of clients on our SaaS e-commerce platform. This role involves acting as a technical expert, managing a portfolio of projects, and delivering a high-quality onboarding experience within specified time and budget constraints. The successful candidate will work with a range of clients, from mid-market self-service to enterprise-level, setting appropriate expectations, improving processes, and ensuring consistent client satisfaction.


Responsibilities:

Platform and Technical Expertise:

● Act as a platform expert and technical subject matter expert during the launch phase, handling technical questions and queries from clients (software, data feeds, API, FTP).

● Provide feedback to Product Management for product features and enhancements.

● Develop additional client resources like videos and webinars and provide expertise for cross-training

others within the company.

Client Onboarding:

● Set up, customize, and optimize customer accounts.

● Deliver training sessions to client user groups using established methodologies tailored to specific

customer needs.

● Work on configuration and troubleshooting during the customer onboarding process.

● Transition clients to the Support team following the implementation phase.

Collaboration and Communication:

● Collaborate with Sales, Business Development, Engineering, Product Management, Customer Success Managers (CSM), and Account Strategy Managers (ASM) to ensure seamless customer transitions and mitigate blockers.

● Stay informed about the status of ongoing projects to maintain momentum.

● Effectively communicate technical information to both technical and non-technical audiences.


Requirements:

● Fluent in both written and spoken English.

● Additional language beneficial.

● Experience and/or strong knowledge of API (REST and SOAP).

● Experience working with product data feed formats (XML, TXT, CSV, JSON) and familiarity with FTP protocols.

● Strong working knowledge of Excel and HTML.

● Minimum 2 years' experience in SaaS onboarding.

● Demonstrated ability to manage multiple complex projects in tandem.

● Demonstrable problem-solving skills and a positive attitude.

● Strong time management skills and the ability to prioritize tasks effectively.

● Excellent documentation skills.

● Experience in developing and delivering software training curriculum.

● Strong oral and written communication and presentation skills.


Preferred Qualifications:

● Demonstrated experience with providing guidance for API integrations.

● Experience working with enterprise-level clients and in the e-commerce industry.

● Experience with remote-based training tools.

● Project Management Experience or Qualifications.


We are looking for excellent communication skills and US/UK client handling experience

Should be open to Work in Night Shifts.

Please fill in Implementation Consultant Candidate Information Form as mandatory step