Onboarding Specialist Job in Saas Labs

Job Title: Onboarding Specialist

Location: India Noida, Bengaluru, Remote

Shift: Global (Territory Specific)

Job Function: Customer Experience

Employment Type: Full Time

Company:

SaaS Labs, founded in 2016, is a fast-growing company in the software as a service SaaS space focusing on the cloud contact centre space. The cloud contact centre space is a fast-growing market with an addressable opportunity of $24B globally and is expected to witness explosive growth in the next few years. The company was founded by Gaurav Sharma, who is a third-time entrepreneur, having successfully sold both his previous companies (in 2012 and 2016). With a current employee strength of 75, SaaS Labs expects to double it by the end of 2021. Bootstrapped since inception, the firm recently closed a large venture capital round from two large global funds The firm has two core products for now - justcall.io (https://justcall.io/) and helpwise.io (https://helpwise.io/) and the vision is to build a portfolio of contact centre offerings and not just restrict to these products only.

About the Role

As an Onboarding Specialist, you will become a product expert and ensure that customers achieve their desired outcomes quickly and efficiently drive value throughout the onboarding experience. You will set up customers for immediate success by facilitating the implementation process, and educate them on the product, help solve their technical concerns and ensure smooth adoption 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.

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 quickly achieve their desired outcomes
Train customers on the product features and educate how they help achieve the desired objectives
Drive the implementation of product for all the new customers to ensure they achieve their first aha moment quickly
Develop and educate the customer on the best practices
Collaborate with sales, product, engineering and success teams to ensure the customer requirements are met
Engage the right stakeholders and establish strong relationships with new and existing customers and leverage feedback for continuous improvement of the process
Take ownership of the onboarding 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 to drop.

Qualifications

Has 2-4 years of experience in a high touch, low touch or tech touch customer onboarding in a B2B SaaS or Tech Product based company
Should have worked with the C-level and senior executives
Should be open to aligning with US / EU / AUS time zones
Has exceptional ability to communicate and foster positive business relationships
Showcases exemplary written and verbal communication skills to work along with global customers
Has strong problem solving and analytical skills
Has worked with global customers, and across different segments in the past
Exhibit a true passion for customers and for customer success
Preferred experience of working with at least one Customer Success tool like Gainsight, Totango, ChurnZero, or similar.