Customer Experience

Customer Onboarding Specialist

Bengaluru, Karnataka
Work Type: Full Time

As an Onboarding Specialist, you will become a product expert and ensure customers achieve their desired outcomes quickly and efficiently, driving value throughout the onboarding experience. You will set up customers for immediate success by facilitating the implementation process and educating them on the product, helping solve their technical concerns, and ensuring smooth activation of the product and services. As an Onboarding Specialist, you act as a customer's trusted advisor and have the potential to influence their future journey with SaaS Labs products.

  • 3-6 years of experience in B2B SaaS Customer Onboarding, Success role focused on US customers
  • Should have experience in engaging with C-level and Senior Executives
  • Graduation in Science, Engineering, and Commerce fields from an accredited college or university.  A postgraduate degree would be beneficial
  • We’re looking for someone who is driven to challenge the status quo and has the potential for future leadership opportunities
  • This role is for our US market, one of our primary markets
Key Responsibilities:
  • Develop a comprehensive understanding of the customer needs, including business objectives and challenges
  • Record the use cases, customer requirements, and customization requests
  • Develop success plans for the customer to achieve their desired outcomes quickly
  • Train customers on the product features and educate how they help achieve the desired objectives
  • Drive the implementation of products for all the new customers to ensure they achieve their first aha moment quickly
  • Develop and educate the customer on the best practices
  • Able to collaborate with sales, product, engineering, and success teams across all time zones to ensure that customer requirements are met
  • Engage the right stakeholders establish strong relationships with new and existing customers, and leverage feedback for continuous improvement of the process
  • Take ownership of onboarding of the customer, identify and target ‘at risk’ customers, and take appropriate steps to engage with them proactively, understand the concerns, and drive resolution
  • Ensure a successful warm handover of the customer post the onboarding cycle to the customer success team without letting the baton drop
 Must-have Skills
  • Exceptional ability to communicate and foster positive business relationships with customers as well as internal stakeholders
  • Exemplary written and verbal communication skills to work with global customers
  • Experience working with at least one Customer Success tool like Gainsight, Totango, ChurnZero, or similar ones
  • Strong problem-solving and analytical skills with the ability to derive actionable insights and recommendations from data
  • Proven track record of driving customer success and retention
  • Ability to work across varied customer segments
  • Good understanding of SaaS and business processes
Good-to-have Skills:
  • Ability to translate customer needs into technical requirements for internal stakeholders.
  • Experience working with global customers and across different segments in the past
Other essential qualities for this role
  • A customer-first mindset is a must
  • Bias for action and a sense of urgency to get things done for customers
  • Able to multitask efficiently under time pressure
  • Sense of accountability
Benefits and Perks:
  • Opportunity to work and collaborate with a truly global team spread across 6 countries
  • Routine hackathons and learning boot camps to promote knowledge-sharing
About SaaS Labs
SaaS Labs is a global SaaS company powering Sales and Support teams of over 7000 growing businesses with its software ecosystem focused on automation, productivity, and collaboration. One of the fastest-growing companies in India, SaaS Labs is backed by leading investors such as Peak XV Partners, Base10 Partners, and Eight Roads. Currently, our portfolio of products includes JustCall (Contact Center Software), Helpwise (Shared Inbox), Dialworks (Sales Readiness Platform), EasyCalendar (Scheduling Software), CallPage (Callback Automation), Atolia (Collaborative Workspace), and CallRoot (Call Tracking and Analytics).

SaaS Labs is a diverse international team of passionate problem solvers. With innovation, experimentation, and customer obsession at the heart of its ethos, the company has been honored with 30+ innovation awards including the coveted Deloitte Technology Fast 50 and FT High Growth Companies (Asia Pacific).

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