Operational Excellence Lead

6 days ago

Pune, Maharashtra, India beBeeCustomerOnboarding Full time ₹ 1,50,00,000 - ₹ 2,00,00,000
">Customer Onboarding Expert">">

We are seeking a seasoned Customer Onboarding Expert to join our team. As the primary point of contact, you will make a lasting impression on our customers during their onboarding journey.

Your responsibilities will include managing requests, reviewing renewal pipelines, and ensuring seamless customer interactions. You will develop and refine the customer onboarding process, incorporating training, implementation, and support for clients to successfully utilize our platform.

Key Responsibilities:
  • Develop and refine the customer onboarding process, incorporating training, implementation, and support for clients to successfully utilize the platform.
  • Collaborate with internal and external teams to maintain strong relationships and facilitate smooth account management.
  • Establish key performance indicators (KPIs) and metrics to evaluate process improvement and overall account health.
  • Serve as a subject matter expert (SME) for the platform, working closely with clients to understand their operational challenges and identifying opportunities to expand within the account.
  • Provide timely product support and resolve any arising technical issues.
  • Work cross-functionally with product management to translate customer feedback into actionable product requirements.
Requirements:
  • 4-6 years of experience in customer-facing roles such as Technical Onboarding Manager, Solutions Architect, or Implementation Consultant.
  • Proven track record of project managing customer implementations for enterprise clients or consulting at Director, VP, and Exec level of Fortune 500 companies.
  • Advanced understanding of SaaS and Cloud-based software environments.
  • Builder mindset with experience in startup environments, taking projects from conceptualization to launch.
  • Knowledge of APIs, webhooks, and database structure, with ability to integrate systems and troubleshoot complex technical problems.
  • Experience running customized projects with varying roadmaps and checklists.
  • Ability to define customer workflow/automation requirements, identify nuanced details, and create net-new process diagrams/workflows.
About this Role:

This is a challenging opportunity to shape the customer onboarding experience and drive business growth. If you are passionate about delivering exceptional customer service and have a keen understanding of SaaS platforms, we encourage you to apply.

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