Customer Onboarding Expert

5 hours ago

Hubli, Karnataka, India beBeeOnboarding Full time ₹ 90,00,000 - ₹ 1,50,00,000
Onboarding Experience Manager

The Onboarding Experience Manager is a pivotal role where you'll make a lasting impact on customers by guiding them through their journey with our platform.

You will be the key to driving customer adoption, expansion, and satisfaction. Your primary responsibility will be to develop and implement a seamless onboarding process that meets the unique needs of each client.

This involves collaborating closely with internal teams and external stakeholders to ensure a smooth account management experience. You will also be responsible for establishing key performance indicators (KPIs) to measure the success of the onboarding process and overall account health.

Key Responsibilities:
  • Develop and continuously improve the onboarding process, including training, implementation, and client solution creation.
  • Manage relationships between internal teams and external clients to guarantee a harmonious account management environment.
  • Evaluate and optimize the onboarding process using established KPIs.
  • Be the subject matter expert (SME) for our platform, working closely with clients to understand operational challenges and identify opportunities for growth.
  • Provide timely resolution to product support queries.
  • Collaborate cross-functionally with product management to gather customer feedback and translate it into actionable product requirements.
  • Contribute to operationalizing the implementation function as the team expands.
About the Role:
  • 4-6 years of experience in a customer-facing role, such as Technical Onboarding Manager, Customer Onboarding Manager, Solutions Architect, or Implementation Consultant.
  • Proven track record of managing complex customer implementations for enterprise clients or consulting with high-level executives on business process improvements.
  • Advanced understanding of Software as a Service (SaaS) and cloud-based software environments.
  • A builder's mindset, comfortable navigating startup environments and driving projects from inception to delivery.
  • Familiarity with APIs, webhooks, and CRUD actions.
  • Understanding of database structure and system integration.
  • Experience resolving technical issues that require creative problem-solving.
  • Ability to manage multiple project roadmaps/checklists tailored to each client's unique situation.
  • Skilled at teasing out nuanced customer details to identify pain points and provide targeted solutions.
  • Proficient in creating customized workflows and processes with clients to enhance value.

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