Client Onboarding Specialist

Senior Customer Onboarding Specialist

Location: Coimbatore

Employment Type: Full Time

Work Shift: US working hours - Mandatory

Job Description

RunLoyal is looking for an experienced and customer-focused Senior Customer Onboarding Specialist to lead the onboarding of new customers onto the RunLoyal platform. This is a senior, high-autonomy role responsible for owning the customer relationship after the sales handoff - evaluating fit against RunLoyal's Ideal Customer Profile (ICP), gathering business requirements, and translating them into a fully configured, validated portal. You will work closely with Development, Infrastructure, QA, and Support teams to ensure customers are set up correctly, while also mentoring junior onboarding team members and supporting Customer Success operations.

Key Responsibilities

• Serve as the primary point of contact for customers immediately after sales handoff through onboarding completion.
• Evaluate incoming customers against RunLoyal's Ideal Customer Profile (ICP) to confirm platform fit.
• Gather and document detailed business requirements through customer calls, discovery sessions, and follow-ups.
• Assess whether RunLoyal's platform can meet each customer's specific business needs, flagging gaps or limitations early.
• Translate requirements into a portal build plan and configuration workbook.
• Build and configure customer portals - services, pricing, staff roles, and booking workflows - based on documented requirements.
• Lead data migration efforts, including data cleaning, transformation, and CSV-based imports, for a smooth transition onto the platform.
• Validate completed portal configurations against requirements and run pre-go-live quality checks to catch errors before customers encounter them.
• Perform data sanity checks and spot-check migration outputs for accuracy before customer handoff.
• Own the most complex, high-value, or multi-location onboarding engagements end-to-end.
• Serve as an escalation point for onboarding-related fit, scoping, or configuration issues.
• Mentor and review the work of junior onboarding team members.
• Support Customer Success operations, including pipeline tracking, reporting, and post-go-live handoffs.
• Coordinate with Development, Infrastructure, QA, and Support teams to resolve onboarding-related issues.
• Maintain and improve onboarding documentation, templates, and internal processes.

Required Skills & Qualifications

• 3-4 years of experience in solution consulting, implementation, onboarding, or a customer-facing technical role (SaaS experience preferred).
• Strong requirements-gathering and discovery skills, with the ability to translate business needs into technical configuration.
• Sound, independent judgment on customer/ICP fit, with the ability to make and defend go/no-go calls with minimal oversight.
• Strong attention to detail with a QA mindset - able to catch configuration and data errors before they reach the customer.
• Proficiency in MS Excel / Google Sheets for configuration workbooks and data mapping.
• Excellent written and verbal communication skills, including with senior stakeholders.
• Strong organizational skills with the ability to manage multiple, high-complexity onboardings concurrently.

Preferred Qualifications

• Prior experience mentoring or reviewing the work of junior team members.
• Familiarity with the pet care services industry or other service-based SMBs.
• Familiarity with CRM or project management tools such as HubSpot, Intercom, Asana, or Notion.
• Experience working in a SaaS startup or scale-up environment.

Education

• Bachelor's degree in Engineering, Business, IT, or a related field.

Key Responsibilities – HR Operations (70%)

• Manage day-to-day HR operations, employee records, documentation, and HR databases. • Handle employee onboarding and exit formalities, including documentation, induction coordination, and clearance processes. • Maintain and update employee files, attendance, leave records, and other HR trackers. • Coordinate with employees and internal teams on HR-related queries and ensure timely resolution. • Support payroll inputs by coordinating attendance, leave, incentives, and other relevant employee data with the concerned team. • Assist in implementing and maintaining HR policies, processes, and internal guidelines. • Prepare HR reports, MIS, trackers, and dashboards as required by management. • Coordinate employee engagement activities, internal communications, and HR initiatives. • Support performance management processes, appraisal documentation, and confirmation formalities. • Ensure HR documentation and processes are accurate, organized, and maintained with confidentiality.

.Key Responsibilities – Recruitment (30%)

• Understand hiring requirements and coordinate with hiring managers to close open positions. • Source candidates through job portals, LinkedIn, referrals, databases, and other relevant channels. • Screen resumes and conduct initial telephonic/virtual screening of candidates. • Evaluate candidates based on communication skills, experience, qualifications, and role fit. • Schedule interviews and coordinate between candidates and interview panels. • Maintain recruitment trackers and provide regular updates on the hiring pipeline. • Follow up with selected candidates, manage offer-related coordination, and support joining formalities.• Build and maintain a relevant candidate pipeline for current and future STEM learning/education roles.

Customer Onboarding / Tooling Engineer

About the Role

We are hiring a Customer Onboarding / Tooling Engineer with 4+ years of experience to manage end-to-end technical onboarding for enterprise customers on the Cloudflare platform. The role involves configuring networking and security services, troubleshooting onboarding issues, and ensuring customers achieve a successful go-live.

Location: Bangalore (5 Days Work From Office)

Experience: 4–8 Years

Employment Type: Full-Time

CTC: Up to ₹32 LPA

Shift: Rotational

Notice Period: Immediate / Up to 15 September 2026

Must-Have Skills

• Cloudflare
• DNS
• SSL/TLS
• CDN
• WAF
• Zero Trust / SASE
• Networking (HTTP/HTTPS, CIDR, NAT, BGP)
• REST APIs
• Python or Bash
• Salesforce / CRM

Key Responsibilities

• Execute end-to-end customer onboarding and platform configuration.
• Configure DNS, SSL/TLS, WAF, and Zero Trust policies.
• Troubleshoot DNS, SSL, authentication, caching, and networking issues.
• Guide customers through onboarding and implementation runbooks.
• Document onboarding activities in Salesforce/CRM and coordinate with Customer Engineering and Support teams.

Good to Have

• Terraform or Infrastructure-as-Code experience.
• Okta, Azure AD, SAML/OIDC integrations.
• Cloudflare certifications or production Cloudflare administration experience.

Key Responsibilities – HR Operations (70%)

• Manage day-to-day HR operations, employee records, documentation, and HR databases. • Handle employee onboarding and exit formalities, including documentation, induction coordination, and clearance processes. • Maintain and update employee files, attendance, leave records, and other HR trackers. • Coordinate with employees and internal teams on HR-related queries and ensure timely resolution. • Support payroll inputs by coordinating attendance, leave, incentives, and other relevant employee data with the concerned team. • Assist in implementing and maintaining HR policies, processes, and internal guidelines. • Prepare HR reports, MIS, trackers, and dashboards as required by management. • Coordinate employee engagement activities, internal communications, and HR initiatives. • Support performance management processes, appraisal documentation, and confirmation formalities. • Ensure HR documentation and processes are accurate, organized, and maintained with confidentiality.

Key Responsibilities – Recruitment (30%)

• Understand hiring requirements and coordinate with hiring managers to close open positions. • Source candidates through job portals, LinkedIn, referrals, databases, and other relevant channels. • Screen resumes and conduct initial telephonic/virtual screening of candidates. • Evaluate candidates based on communication skills, experience, qualifications, and role fit. • Schedule interviews and coordinate between candidates and interview panels. • Maintain recruitment trackers and provide regular updates on the hiring pipeline. • Follow up with selected candidates, manage offer-related coordination, and support joining formalities.• Build and maintain a relevant candidate pipeline for current and future STEM learning/education roles.

We are looking for a Customer Success Manager to help customers get lasting value from our products.

Responsibilities

• Own onboarding and adoption for a portfolio of customers
• Track account health and reduce churn
• Find upsell and renewal opportunities
• Be the customer's voice to product and support

Requirements

• 2+ years in customer success or account management
• Experience with SaaS products and CRM tools
• Excellent communication and relationship skills

Location: Pune (WFH)

Shifts: Night (6:30 PM – 3:30 AM) / Early Morning (4 AM – 1 PM)

About StarApps Studio

StarApps Studio is a product-driven SaaS company building Shopify apps that power thousands of online stores. We’ve developed 6 highly-rated Shopify apps (averaging 4.9★) used by 30,000+ Shopify merchants worldwide, including over 1,000 Shopify Plus stores. In just a few years, our bootstrapped team grew from $5.5M to $10M in Annual Recurring Revenue (ARR) by obsessing over quality and merchant success. We’re a tight-knit, 20-person team based in Baner, Pune, on a mission to help e-commerce brands create world-class shopping experiences.

About the Role

As a Customer Success Specialist, you’ll be the voice and support behind our mission to simplify e-commerce success. Your role is pivotal in building relationships, ensuring customer satisfaction, and driving engagement. This is primarily a chat process role.

Key Responsibilities

• Engage with Clients: Provide exceptional support over chat and email with clear, positive, and trustworthy communication. Occasionally handle calls if required.
• Build Relationships: Create meaningful connections, ensuring every merchant interaction is memorable.
• Master Products: Develop expertise in our products to offer confident and effective guidance.
• Drive Value: Identify opportunities to enhance customer experiences and boost sales.
• Solve Problems: Proactively resolve issues, building trust and satisfaction.
• Advocate for Feedback: Share customer insights with internal teams to fuel continuous improvement.

What We’re Looking For

• Technical Troubleshooter: A logical mindset with strong debugging skills and hands-on HTML/CSS experience. (Mandatory)
• Charismatic Communicator: A confident, engaging personality with excellent verbal and written communication skills.
• Customer-Focused Experience: Proven success in customer-facing roles, preferably in B2B SaaS or e-commerce.
• Strategic Thinker: Ability to anticipate customer needs and create value-driven interactions.
• Quick Learner: A strong desire to learn about our products and the e-commerce landscape.

Why Join Us

• Competitive Pay: Reflective of your contributions and impact.
• Supportive Leadership: Work with innovative leaders who encourage growth.
• Career Development: Opportunities for learning and professional advancement.
• Recognition: A culture that celebrates hard work and creativity.
• Inspiring Environment: Be part of a team driving innovation in e-commerce.

What to Expect in the Hiring Process

1. Written Assignment: Showcase your support and technical skills, and your approach to customer success.
2. Call with CS Head: Gain insights into our vision and discuss how you can contribute.
3. Final Culture Fit & Salary Negotiation Round with the Founder.

Who are we?

We are a fast-growing technology company building digital platforms and services for global industries that depend on reliable operations, strong coordination and seamless communication.

Our work focuses on solving complex real-world problems by bringing together software, data, automation and customer-centric workflows. We support businesses in improving efficiency, strengthening operational visibility and delivering better experiences for their customers and end users.

We are entering an exciting growth phase and are looking for people who are hands-on, commercially minded and eager to build. This is an environment where ownership, follow-through and attention to detail matter. Every customer interaction, every process improvement and every successful delivery contributes directly to the company’s growth.

Joining us means becoming part of an ambitious team that is building practical technology solutions with real business impact.

Who are we looking for?

We are looking for a new team of highly organised and commercially driven Sales Success Specialists to support our sales growth, customer onboarding and revenue operations.

This role sits at the centre of lead generation, CRM discipline, sales follow-up, customer coordination, logistics and order-to-cash execution. The ideal candidate will be comfortable making cold calls, managing data accurately, coordinating with internal teams and ensuring that every lead, order and customer interaction is followed through professionally.

This is a hands-on role for someone who enjoys sales operations, customer success and execution.

Key Responsibilities

Lead Generation and Cold Calling

• Identify, research and qualify new sales leads.
• Conduct cold calls and follow-up calls with prospective customers.
• Maintain professional communication with prospects across phone, email, WhatsApp and LinkedIn.
• Book meetings and demos for senior sales team members.
• Track lead status and next steps clearly in the CRM.

CRM and Sales Data Management

• Create, maintain and update CRM records for leads, customers, contacts, opportunities and orders.
• Ensure all sales activity, follow-ups, meeting notes and customer updates are properly logged.
• Keep customer and vessel data accurate and up to date.
• Prepare weekly sales pipeline and activity reports.
• Support sales forecasting and order tracking.

Lead-to-Order Coordination

• Support the sales team in moving leads through the pipeline.
• Follow up on proposals, pricing, commercial queries and customer confirmations.
• Coordinate internal approvals, documentation and customer onboarding requirements.
• Ensure handover from sales to delivery is clear and complete.
• Track trial accounts, pilots, activations and customer commitments.

Order-to-Cash Support

• Coordinate order confirmation, customer documentation and billing information.
• Work with finance to support invoicing, payment follow-up and revenue tracking.
• Monitor order status from confirmation through to activation and payment.
• Support renewal tracking, upsell opportunities and customer account updates.
• Maintain clear records of commercial terms, purchase orders and invoice status.

Logistics and Customer Operations

• Coordinate dispatch, delivery and tracking of any required hardware or onboarding material.
• Liaise with customers, vessel contacts, agents and internal delivery teams.
• Ensure activations, licences, customer access and support processes are completed on time.
• Help resolve operational blockers by coordinating between sales, support, finance and delivery teams.

Skills and Experience

Essential

• 0 to 5 years of experience in sales support, inside sales, customer success, sales operations or revenue operations.
• Strong communication skills, especially over phone and email.
• Comfortable making cold calls and following up with prospects.
• Good CRM discipline and attention to detail.
• Strong Excel / Google Sheets skills.
• Ability to manage multiple leads, customers and tasks at the same time.
• Commercial mindset with strong follow-through.
• Comfortable working with sales, finance, logistics and customer success teams.

Preferred

• Experience in B2B SaaS, maritime, logistics, shipping, telecoms, technology or enterprise services.
• Experience using HubSpot, Zoho, Salesforce, Pipedrive or similar CRM tools.
• Experience handling order management, invoicing coordination or customer onboarding.
• Familiarity with LinkedIn prospecting and sales outreach tools.

Ideal Candidate Profile

You are persistent, organised and commercially alert. You do not let leads go cold, data go stale or orders get stuck. You are comfortable speaking to customers, chasing updates, maintaining systems and ensuring that the full sales process runs smoothly from first contact to payment collection.

You should enjoy working in a fast-moving environment where sales, customer success, operations and finance need to work closely together.

Key Success Measures

• Number of qualified leads created and followed up.
• CRM accuracy and completeness.
• Speed and quality of lead follow-up.
• Conversion support from lead to order.
• Timely order processing and activation coordination.
• Reduction in delays between order confirmation, invoicing and payment.
• Clear reporting on sales pipeline, customer status and revenue progress.

Reporting Line

The role will report to CCO and will work closely with sales, customer success, finance and operations teams.

Why Join Us

This is an opportunity to be part of a growing technology company where sales execution, customer success and operational discipline directly contribute to business growth. The role offers strong exposure to B2B sales, customer operations, commercial processes and revenue management.

End to end implementation of a B2B system. The role requires working with the clients who have been onboarded and see through the implementation of the system. Familiarity with python based frameworks like Frappe is desirable but not mandatory.