Strategic Onboarding Specialist

2 days ago

Chennai, Tamil Nadu, India Growfin Full time

About the Role

We are seeking a highly skilled Strategic Onboarding Specialist to lead our customer onboarding efforts in the US and India. As a key member of our team, you will be responsible for driving product adoption, reducing Time to Value (TTV), and creating long-term customer satisfaction.

This is a strategic and hands-on role that requires strong leadership skills, excellent communication and interpersonal skills, and the ability to work in a fast-paced environment. You will collaborate closely with cross-functional teams to ensure successful customer onboarding and transition.

Key Responsibilities:

  • Lead the entire onboarding function for US & Indian Customers from kick-off to Go-Live, managing multiple onboarding projects concurrently.
  • Build and nurture relationships with customers, educating business users, developers, and technical stakeholders about the Growfin platform.
  • Facilitate product demos, workshops, onboarding meetings, and webinars to guide clients through product adoption
  • Act as a product consultant, helping define technical solutions to meet customer-specific use cases, and troubleshooting any issues that arise during the onboarding phase.
  • Collaborate with internal teams (Sales, Product, Engineering) to resolve any customer challenges and provide feedback for product enhancements.
  • Document technical requirements, track customer progress, and ensure project timelines align with customer goals and success metrics.
  • Continuously optimize and streamline the onboarding process to improve efficiency, product adoption, and customer retention.
  • Ensure successful handover of clients to the Customer Success team after the onboarding phase.

Requirements and Qualifications:

  • 7-10 years of experience, with a minimum of 5+ years in enterprise client onboarding, project management role, and handled complex SaaS implementations.
  • Manage and support customers across diverse geographies, including the US and India
  • Bachelor's degree in Engineering; MBA is a plus.
  • Strong leadership skills with experience managing teams and mentoring team members.
  • Excellent communication and interpersonal skills to lead workshops and collaborate across teams.
  • Proven ability to troubleshoot, de-escalate customer issues, and provide clear technical solutions.
  • Ability to work in a fast-paced environment, managing multiple priorities while maintaining attention to detail.
  • Strong technical proficiency with ERP systems, APIs, and integration techniques
  • Experience with project management tools, solution design, documents and methodologies
  • This role offers a competitive salary range of $120,000 - $180,000 per annum, depending on experience.

Success Metrics:

  • Time to Value (TTV): Achieving fast, efficient customer onboarding and activation.
  • Customer Satisfaction: Ensuring clients are delighted with the onboarding experience.
  • Product Adoption: Driving deep and wide adoption of the Growfin platform across customer teams.
  • Successful Go-Live: Ensuring smooth customer transitions from onboarding to operational use.

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