
Job Title: Onboarding Specialist
Location: India – Noida, Bengaluru, Remote
Shift: Global (Territory Specific)
Job Function: Customer Experience
Employment Type: Full Time
Company:
SaaS Labs, founded in 2016, is a fast-growing company in the software as a service “SaaS” space focusing on the cloud contact centre space. The cloud contact centre space is a fast-growing market with an addressable opportunity of $24B globally and is expected to witness explosive growth in the next few years. The company was founded by Gaurav Sharma, who is a third-time entrepreneur, having successfully sold both his previous companies (in 2012 and 2016). With a current employee strength of 75, SaaS Labs expects to double it by the end of 2021. Bootstrapped since inception, the firm recently closed a large venture capital round from two large global funds The firm has two core products for now - justcall.io (https://justcall.io/) and helpwise.io (https://helpwise.io/) and the vision is to build a portfolio of contact centre offerings and not just restrict to these products only.
About the Role
As an Onboarding Specialist, you will become a product expert and ensure that customers achieve their desired outcomes quickly and efficiently drive value throughout the onboarding experience. You will set up customers for immediate success by facilitating the implementation process, and educate them on the product, help solve their technical concerns and ensure smooth adoption of the product and services. As an onboarding specialist, you act as a customer's trusted advisor and have the potential to influence their future journey with SaaS Labs products.
Responsibilities
- Develop a comprehensive understanding of the customer needs, including business objectives and challenges.
- Record the use cases, customer requirements and customization requests
- Develop success plans for the customer to quickly achieve their desired outcomes
- Train customers on the product features and educate how they help achieve the desired objectives
- Drive the implementation of product for all the new customers to ensure they achieve their first aha moment quickly
- Develop and educate the customer on the best practices
- Collaborate with sales, product, engineering and success teams to ensure the customer requirements are met
- Engage the right stakeholders and establish strong relationships with new and existing customers and leverage feedback for continuous improvement of the process
- Take ownership of the onboarding the customer, identify and target ‘at risk’ customers and take appropriate steps to engage with them proactively, understand the concerns and drive resolution
- Ensure a successful warm handover of the customer post the onboarding cycle to the customer success team without letting the baton to drop.
Qualifications
- Has 2-4 years of experience in a high touch, low touch or tech touch customer onboarding in a B2B SaaS or Tech Product based company
- Should have worked with the C-level and senior executives
- Should be open to aligning with US / EU / AUS time zones
- Has exceptional ability to communicate and foster positive business relationships
- Showcases exemplary written and verbal communication skills to work along with global customers
- Has strong problem solving and analytical skills
- Has worked with global customers, and across different segments in the past
- Exhibit a true passion for customers and for customer success
- Preferred experience of working with at least one Customer Success tool like Gainsight, Totango, ChurnZero, or similar.

About SaaS Labs
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At Devaseva, we believe in the power of devotion to bring joy and fulfilment to our lives. That's why we've created a dharmic tech platform where devotees can immerse in devotion through the sacred practice of Devaseva, no matter where they are in the world.
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If you are exploring for opportunities to get a better work exposure & to get a chance to work for scalable products. Kindly go through the job description below & apply if you seem fit for this role.
𝗧𝗲𝗰𝗵𝗻𝗶𝗰𝗮𝗹 𝗠𝗮𝗻𝗱𝗮𝘁𝗲𝘀 :
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𝗥𝗼𝗹𝗲𝘀 & 𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀:
" 𝗬𝗼𝘂'𝗹𝗹 𝗱𝗲𝘀𝗶𝗴𝗻 𝗮𝗻𝗱 𝗯𝘂𝗶𝗹𝗱 𝘀𝗰𝗮𝗹𝗮𝗯𝗹𝗲 𝘀𝘆𝘀𝘁𝗲𝗺𝘀 𝘁𝗼 𝗯𝗲 𝘂𝘀𝗲𝗱 𝗯𝘆 𝗳𝗮𝗿𝗺𝗲𝗿𝘀 𝗮𝗻𝗱 𝗮𝗴𝗿𝗶𝗯𝘂𝘀𝗶𝗻𝗲𝘀𝘀𝗲𝘀".
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𝗘𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲: 2+ years.
𝗟𝗼𝗰𝗮𝘁𝗶𝗼𝗻: Patna / Work from Home
𝗦𝗮𝗹𝗮𝗿𝘆: As per market standards
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