Job Description

About Plum Plum is an employee insurance and health benefits platform focused on making health insurance simple, accessible and inclusive for modern organizations. Healthcare in India is seeing a phenomenal shift with inflation in healthcare costs 3x that of general inflation. A majority of Indians are unable to afford health insurance on their own and so as many as 600mn Indians will likely have to depend on employer-sponsored insurance. Plum is on a mission to insure 10mn lives by 2025. Backed by leading global investors including Tiger Global, and Sequoia Capital, we help companies care better for their employees by providing. Role Overview As the Head of Onboarding, you will be responsible for developing and implementing a customer-centric onboarding process. Your primary objective will be to ensure that our customers have a smooth and delightful experience from the moment they sign up for our products/services. You will lead a team of onboarding specialists and collaborate closely with cross-functional teams to deliver world-class onboarding experiences that drive customer loyalty and retention. Responsibilities 1. Customer Onboarding Strategy and Planning Develop a comprehensive customer onboarding strategy that aligns with Plum\'s overall vision and goals. Analyze customer needs and preferences to create tailored onboarding journeys for different customer segments. Collaborate with the Sales, Account Managers, Customer Success, and Product teams to align onboarding strategies with customer expectations and product capabilities. 2. Onboarding Process Execution & Insurer Relationship Management Lead and manage the onboarding team\'s operations to ensure the successful execution of onboarding KRAs Hire and coach A player in the onboarding team. Build strong relationships with Insurer partner and ensure that they deliver to our expectations. Establish clear onboarding milestones and timelines to guide the customer journey from contract signing to product adoption. Coordinate with internal and external stakeholders to ensure a smooth handover of customers from the sales team to the onboarding team. 3. Customer Engagement and Relationship Building Foster strong relationships with customers during the onboarding phase to enhance their trust and confidence in our products/services. Proactively identify customer needs and address any concerns or issues that arise during onboarding. Act as the primary point of contact for high-profile or strategic customers during the onboarding process. 4. Continuous Improvement and Optimisation Continuously evaluate the effectiveness of the onboarding process and identify areas for improvement. Implement feedback loops to gather insights from customers and internal teams to enhance the onboarding experience. Stay up-to-date with industry best practices and emerging trends to evolve and optimize the onboarding process. 5. Data Analysis and Reporting Establish key performance indicators (KPIs) for measuring the success of the onboarding process. Regularly analyze onboarding data and provide performance reports to senior management. Use data-driven insights to make informed decisions and drive improvements in customer onboarding. Requirements 10 years of experience in customer onboarding, customer success, or a related customer-facing role. Proven track record of developing and executing successful customer onboarding strategies in a B2B or B2C environment. Excellent leadership and team management skills with the ability to motivate and guide a diverse team. Strong interpersonal and communication abilities to build rapport with customers and internal stakeholders. Analytical mindset with the capability to utilize data to drive decisions and measure onboarding effectiveness. Demonstrated project management skills to handle multiple onboarding projects simultaneously. Passion for delivering exceptional customer experiences and a commitment to customer success. Demonstrated ability to deliver in environments where there are external and internal dependencies.

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