Operations Executive (Client Onboarding & Support)

As an Operations Executive at Stone X Solutions, you will be responsible for supporting client onboarding, day-to-day operations, data management, retention efforts, and issue tracking. Your focus will be on ensuring efficient processes, accurate data, and timely resolutions to enhance client satisfaction and retention. Key Responsibilities: - Lead onboarding activities: Coordinate setup, gather requirements, configure systems, and assist towards Go-Live. - Client relationship handling: Act as the primary post-sale contact for assigned accounts, ensuring satisfaction and maintaining timely communication. - Data management: Maintain accurate client records, contracts, SLAs, and usage data while ensuring data integrity across systems. - Day-to-day operations: Process orders, handle service requests, and coordinate internally to meet client needs. - Retention and upsell support: Monitor health indicators, identify renewal/upgrade opportunities, and assist with renewal discussions. - Issue tracking and resolution: Log, triage, escalate, and coordinate resolution with product/support teams while keeping clients informed of status. - Process improvement: Identify bottlenecks, suggest enhancements, and document changes to improve onboarding and operational processes. - Compliance and documentation: Ensure data privacy and governance requirements are met and maintain audit trails. - Reporting: Provide regular updates on onboarding progress, client health, issues, and retention metrics. Required Skills and Experience: - 12 years of experience in customer success, onboarding, operations, or a related role. - Effective client-facing communication with a professional and results-driven approach. - Strong organizational and multitasking abilities with high attention to detail. - Proficiency with CRM and ticketing tools (e.g., Zoho, Salesforce, HubSpot; knowledge of Jira/ServiceNow is a plus) as well as MS Office. - Problem-solving mindset with the ability to triage issues and follow through to resolution. - Basic knowledge of data privacy and governance. - Ability to collaborate cross-functionally with sales, product, support, and finance teams.,