End-to-End Onboarding Process Specialist

4 days ago

Gurgaon, Haryana, India AiSensy Full time

About AiSensy

AiSensy is a leading provider of WhatsApp-based marketing and engagement solutions, helping businesses to scale their customer communication and drive significant revenue growth. Our platform utilizes the power of WhatsApp Business API to deliver effective marketing, sales, and customer engagement solutions.

We are seeking an experienced Operations Manager - Customer Onboarding to join our team. As a key member of our operations department, you will play a crucial role in ensuring a seamless and efficient onboarding experience for our customers.

  • Key Responsibilities:
  • - Oversee and optimize the entire onboarding process to ensure customers experience a smooth transition to AiSensy.
  • - Develop structured onboarding playbooks and best practices to ensure consistent execution.
  • - Collaborate with cross-functional teams to ensure all onboarding steps align with customer expectations.
  • - Ensure all onboarding activities are completed within agreed timelines and SLAs.

Operational Efficiency & Process Optimization

  • - Continuously analyze and identify inefficiencies in the onboarding workflow, implementing improvements to enhance speed and quality.
  • - Develop SOPs, templates, and automation workflows to scale onboarding operations efficiently.
  • - Leverage CRM & onboarding tools (HubSpot, Salesforce, or similar) to track and manage the customer journey effectively.

Customer Education & Enablement

  • - Coordinate and conduct training sessions, webinars, and demos to educate customers on AiSensys platform and features.
  • - Create and maintain a knowledge base, FAQs, and tutorial guides to enhance customer self-sufficiency.

Data-Driven Insights

  • - Track and analyze key onboarding metrics such as time-to-activation, churn during onboarding, and customer engagement levels.
  • - Generate reports and insights to improve onboarding effectiveness and enhance the customer experience.

Collaboration & Team Leadership

  • - Work closely with Sales, Product, and Customer Success teams to align onboarding strategies with business goals.
  • - Lead, mentor, and manage a team of onboarding specialists to ensure high-quality service and operational efficiency.
  • - Identify and implement tools and technologies to automate and streamline onboarding processes.

Requirements

  • Experience:
  • - 4+ years of experience in customer onboarding, operations, or implementation roles (preferably in a SaaS, B2B, or technology-driven company).
  • Technical & Analytical Skills:
  • - Experience with CRM, onboarding, and automation tools (e.g., HubSpot, Salesforce, Zendesk, Gainsight).
  • Soft Skills:
  • - Exceptional communication & presentation skills to effectively educate and engage with customers.
  • - Ability to multitask and manage multiple onboarding projects while maintaining a high level of attention to detail.
  • - Strong problem-solving skills with a customer-first approach to issue resolution.

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