Job Description

Position: Onboarding Specialist - Customer SuccessPrimary Role Objective:Deliver end-to-end client onboarding including setup, integrations, WhatsApp & Google My Business (GMB) configuration, and product training, ensuring a seamless client experience and measurable satisfaction.Key Responsibilities:1. Client Onboarding & Setup- Complete onboarding sessions per day- Ensure onboarding completion within SLA (90% target)- Deliver setup accuracy and configuration success for CRM, WhatsApp & GMB - Handle setup, integrations, WhatsApp, GMB, and training in one unified call2. Training & Client Enablement- Conduct live product demonstrations and walkthroughs- Train clients on platform usage including dashboard, analytics, and reports- Share support documentation and product guide reference sheets- Ensure 100% training completion rate per session- Achieve CSAT/NPS Score 3. Process Adherence & CRM Documentation- Maintain complete and accurate CRM records- Update session outcomes in Zoho CRM same day- Capture all session details including trainer, setup notes, feedback- Track and manage re-onboarding cases accurately- Ensure 100% feedback capture via Call Rating System4. Collaboration & Communication- Coordinate with Account Managers for pre-session confirmation- Collaborate with Support Team for timely post-onboarding handoff- Handle escalations within 1 business day SLA- Attend weekly and monthly review meetings 5. Quality & Continuous Improvement- Maintain error rate- Incorporate client and CS feedback for process improvements6. Automation & System Efficiency- Ensure correct calendar-booking automation - Validate CRM & Google Calendar sync- Report automation errors within 12 hours- Maintain slot utilization rateRequired Skills:- Excellent communication and presentation skills- Strong technical aptitude for CRM integrations- Experience with WhatsApp Business API and GMB- Customer success and onboarding experience- Proficiency in Zoho CRM and Google Calendar- Time management and organizational skills- Problem-solving and troubleshooting abilities2. Technical Configuration & Integration- Configure CRM workflows, custom fields, and automation rules- Set up WhatsApp Business API integrations and templates- Configure Google My Business profiles and optimization- Ensure all technical integrations are tested and functional before handoff3. Product Training & Enablement- Conduct comprehensive product training sessions for new clients- Create customized training materials and documentation- Ensure clients understand all features and best practices- Provide post-training support during initial usage period4. Documentation & Quality Assurance- Maintain detailed onboarding records in CRM- Document client-specific configurations and customizations- Follow quality checklists to ensure complete setup- Gather feedback and identify improvement opportunitiesRequirementsEducation:- Bachelor's degree in Business, Communications, or related field- Additional certifications in Customer Success or SaaS preferredExperience:- 2-3 years of experience in customer success, onboarding, or technical training- Experience with SaaS products and enterprise communications platforms- Hands-on experience with CRM systems- Experience with WhatsApp Business API and Google My BusinessTechnical Skills:- Strong proficiency in Zoho CRM and Google Calendar- Understanding of API integrations and webhooks- Familiarity with customer onboarding automation tools- Ability to troubleshoot technical issues during onboarding sessionsSoft Skills:- Excellent verbal and written communication skills- Strong presentation and training abilities- Time management and ability to handle multiple sessions daily- Problem-solving mindset with attention to detail- Customer-centric approach with empathy- Ability to work collaboratively with cross-functional teamsPreferred Qualifications:- Experience in telecommunications or enterprise software industry- Knowledge of call routing, IVR systems, and business communication tools- Prior experience with MyOperator platform is a plus- Track record of achieving high CSAT/NPS scoresBenefitsCompensation & Benefits:- Competitive salary package (CTC up to 5 LPA based on experience)- Performance-based incentives and bonuses- Annual performance reviews and merit increasesHealth & Wellness:- Comprehensive health insurance coverage- Mental health and wellness programsWork-Life Balance:- Flexible working hours- Work from home options- Paid time off and holidaysProfessional Development:- Training and skill development programs- Career growth opportunities within Customer Success team- Access to industry certifications and coursesWork Environment:- Modern office infrastructure- Collaborative and supportive team culture- Latest tools and technology for productivity (ref:updazz.com)

Skills Required