Customer Experience Champion

5 days ago

Vizag, Andhra Pradesh, India beBeeonboarding Full time ₹ 1,50,00,000 - ₹ 2,50,00,000

As a Customer Onboarding Manager, you will play a pivotal role in shaping the customer's initial experience with our company. Your responsibilities will encompass managing requests, reviewing renewal pipelines, and collaborating closely with our customers to ensure their journey to success is seamless.

Key Responsibilities:
  • Broaden and refine the customer onboarding process, incorporating training, implementation, and helping customers create tailored solutions on our platform
  • Nurture relationships among internal and external teams to guarantee smooth account management
  • Establish metrics and KPIs to assess process enhancements and overall account well-being
  • Serve as a subject matter expert for our platform: partner with clients to understand operational challenges and leverage our capabilities, including identifying opportunities for expansion within the account
  • Tackle product support queries as they arise
  • Foster collaboration with product management to surface customer requests and translate customer feedback into actionable product requirements
  • Contribute to the operationalization of the implementation function as the team scales
About You:
  • Possess 4-6 years of experience in a customer-facing role, such as Technical Onboarding Manager, Solutions Architect, or Implementation Consultant
  • Experience with project managing customer implementations for enterprise clients, or consulting with clients on business process improvements at the Director, VP, and Exec level of Fortune 500 companies
  • Demonstrate advanced understanding of SaaS and Cloud-based software environments
  • Embody a builder mindset: comfortable working in a startup environment, driving projects from concept to delivery
  • Knowledge and comprehension of APIs and webhooks, along with relevant CRUD actions
  • Understanding of database structure and how systems integrate and communicate with one another
  • Proven ability to troubleshoot complex technical issues where the solution isn't immediately apparent or Google-able
  • Experience leading projects where the roadmap/checklist is not standardized and requires customization for each client's unique situation
  • Comfort in defining customer workflow/automation requirements by asking insightful questions
  • Able to tease out nuanced details from customers, reading between the lines to identify actual pain points and provide effective solutions
  • Skilled in creating net-new process diagrams/workflows with customers to enhance our value proposition. In other words, taking existing processes and elevating them with the power of Spendflo

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