Onboarding Specialist

As an experienced Customer Onboarding/Product Implementation Specialist, you will play a crucial role in providing enterprise-level technical support to our customers. You will be the primary point of contact during project implementations, demonstrating a high sense of urgency and ownership in all customer interactions. Your responsibilities will include building and managing strong relationships with clients and internal stakeholders, such as Sales, Presales, Customer Success, Product, Engineering, Marketplace, and Support teams. Your role will involve overseeing all technical aspects of project implementation from kick-off to Go-Live, including scoping, change request management, and coordination with the Engagement Manager. You will collaborate closely with project sponsors and stakeholders to define project goals, requirements, planning, tracking, and timely delivery of projects. Pre-kick-off and kick-off meetings will be conducted with sales/pre-sales and customers to establish project plans, milestones, goals, and set appropriate expectations. Working in coordination with the Engagement Manager, you will lead the development and implementation of plans and programs across all project phases to meet project goals effectively. Additionally, you will establish and manage communication, escalation, and risk management plans, while monitoring project progress on a daily basis and reporting status to senior management and stakeholders. Furthermore, you will work on multiple projects simultaneously and collaborate with customers, internal teams, and SI partners for successful project delivery. Your qualifications should include 2 to 5 years of experience in the software/tech industry, with a preference for experience in implementing SaaS products. Basic front-end programming knowledge (HTML5, JavaScript, jQuery), understanding of technology stacks, programming concepts, and integrations (REST APIs) with cloud systems are desirable. Hands-on experience with configuring SaaS products like Zoho, Zendesk, Keka, We360, etc., and the ability to learn new technologies quickly are essential. Strong communication and written skills, willingness to work in European shifts, and the ability to work in cross-functional teams to solve business and tech problems are also required. In this role, you will serve as a trusted advisor to customers, showcasing a growth mindset, understanding customer requirements, and demonstrating a passion for providing effective solutions. Your soft skills will be crucial in interacting with customers over phone or video calls, ensuring a seamless onboarding experience and successful product implementation.,