Customer Onboarding

**Organizational Overview**:

- Yanolja Cloud Solution Pvt. Ltd. (YCS); formerly eZee Technosys, is a global end-to-end hospitality technology provider specializing in solutions for small and medium-sized accommodation businesses.
- With more than 450+ Team members and 17+ years of experience, YCS currently has 33,000+ customers in over 170 countries, with 50+ supported languages in our software, and a 24/7 support network to match.
- We have a Local team in 15+ countries including India, Thailand, Indonesia, Philippines, Sri Lanka, South Africa, Tanzania, Uganda, USA, and counting.

**Profile Overview**:

- 2+ years of experience in client onboarding, customer support, or account management roles.
- Strong technical understanding of SaaS platforms and hospitality tech solutions.
- Skilled in client training, onboarding, and delivering proactive customer service.
- Proven ability to build and maintain long-term client relationships.
- Experienced in using CRM tools like HubSpot or Salesforce.
- Adept at troubleshooting issues and coordinating with technical teams.
- Excellent communication, analytical, and problem-solving skills.
- Exposure to the hospitality industry, hotel tech, or OTA companies is a strong advantage.

**Job Responsibilities (but not limited to)**:

- **
Client Onboarding**: Coordinate the onboarding process for new clients, ensuring a smooth and efficient transition onto our platform.
- ** Needs Analysis**: Conduct in-depth needs analysis with clients to understand their requirements and customize solutions accordingly.
- ** Training**: Provide comprehensive training to clients on using our products and services effectively.
- ** Support Services**: Respond to client inquiries promptly and resolve issues to ensure high levels of customer satisfaction.
- ** Relationship Building**: Build strong relationships with clients, becoming a trusted advisor for their ongoing needs.
- ** Product Knowledge**: Maintain an in-depth understanding of our products and services to offer expert advice and support.
- ** Feedback Gathering**: Actively gather client feedback and communicate insights to the product and development teams for continuous improvement.
- ** Troubleshooting**: Troubleshoot technical issues faced by clients and collaborate with the technical team to provide effective solutions.
- ** Documentation**: Maintain accurate records of client interactions, issues, and resolutions in the CRM system.

**Top 5 Key Competencies**:

- Proven ability to communicate effectively and foster positive business relationships.
- Strong relationship management and interpersonal skills.
- Analytical mindset to evaluate customer health and engagement metrics.
- Ability to work collaboratively across support and product teams.
- Technical proficiency in SaaS solutions and familiarity with CRM tools (e.g., HubSpot, Salesforce).

**Requirements**:

- ** Bachelor's degree, Technical Degree shall be preferred.**:

- Minimum of 2 years in a customer-facing role, such as customer support, account management, or client onboarding.
- Strong technical acumen to understand software products and effectively troubleshoot issues.
- A passion for delivering exceptional customer service and building lasting relationships.
- Proven ability to identify, analyze, and resolve problems in a timely manner.
- Ability to work in a dynamic and fast-paced environment, adjusting to changing client needs.
- Ability to collaborate effectively with cross-functional teams.
- Experience working in the hospitality industry, hotel tech companies, and OTA companies is preferred