Customer Onboarding

4 days ago

Mumbai, Maharashtra, India CSML GROUP Full time ₹ 5,00,000 - ₹ 12,00,000 per year

Job Overview
We're looking for an enthusiastic and detail-oriented Customer Onboarding & Client Servicing Specialist to be a critical link between our product and our customers. This role is responsible for ensuring a seamless, positive experience for new clients as they integrate and begin using our platform or service. After the initial setup, you'll continue to serve as a primary contact, driving client satisfaction, retention, and successful long-term relationships.

Key Responsibilities

  • Customer Onboarding
  • Lead the Onboarding Process: Act as the main point of contact for new clients from contract signing through successful implementation and 'go-live.'
  • Needs Assessment & Customization: Understand each client's unique business goals, workflows, and technical requirements to tailor the onboarding process and product setup appropriately.
  • Product Training: Conduct engaging and effective training sessions (both one-on-one and group) for client teams on how to use the product/service features effectively.
  • Documentation: Ensure all client setup details, training notes, and relevant communications are accurately logged in the CRM/client management system.
  • Client Servicing & Relationship Management
  • Build Relationships: Develop strong, trust-based relationships with key client stakeholders to foster loyalty and long-term retention.
  • First-Line Support: Address client inquiries, troubleshoot minor issues, and serve as the internal advocate for the client, coordinating with technical support, product, and sales teams to resolve complex problems promptly.
  • Proactive Engagement: Regularly check in with clients to monitor usage, identify potential pain points, and provide suggestions for optimization and increased ROI.
  • Feature Adoption: Communicate new product features and updates to clients, encouraging and training them on adoption.

Qualifications & Requirements

  • Experience: A minimum of 2 years of professional experience in a customer-facing role such as Customer Success, Account Management, Client Onboarding, or a related field.
  • Language: Fluent in English (both verbal and written communication) is mandatory.
  • Communication Skills: Exceptional communication, presentation, and interpersonal skills, with the ability to explain technical concepts to non-technical audiences.
  • Problem-Solving: Proven ability to troubleshoot and resolve client issues efficiently and professionally.
  • Technical Aptitude: Experience working with CRM software (e.g., Salesforce, HubSpot) and comfort learning new software platforms quickly.
  • Education: Bachelor's degree preferred, or equivalent practical experience.

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