Product On boarding Specialist

As a part of customer success team your goal is to provide an exceptional customer onboarding experience, providing them step-by-step tutorials, unlimited guidance and support. It involves taking customers from that very first initial contact to make sure he becomes a champion user driving product adoption and ultimately retention.

1. Take handover from sales by understanding customers' persona, their pain points and expectation. 
2. Understand the goals & objectives of new customers and translate those needs appropriately through the implementation and onboarding process by defining milestone, training schedule, onboarding goals and communicate it to customers. 
3. Guide users on product features and train them to use it effectively.
4. Make sure the customer achieves an early value and feels WOW so he actually starts reaping the potential of the product.
5. Evaluate customers usage patterns and determine additional ways the customer can successfully leverage the platform features.
6. Build and maintain resources required for onboarding. (Walkthrough, set up guides, help tutorials, emails and video tutorials)
7. Rigorously measure onboarding time and improve it continuously.
8. Provide feedback to Marketing, Sales, Support, Success and Engineering teams to further improve product.
9. Handover to Success and Support team after successful onboarding completion.
10. Maintain regular communications with clients about new feature developments and enhancements to product. 
11. Consistently gain product knowledge and work towards improvements on internal processes by identifying the existing bottlenecks.

Within 1 month

You should have acquired good knowledge of the laundry domain, QDC product and process that we follow. Have a one-one chat with every member of the Quick Dry Cleaning team so you get to know everyone well and understand each other. You should have gone through at least 3 onboarding and sales experience in the buddy system. You should have spent a day at the laundry store to get live hands on experience. You should have spent at least a week with the technical support team.

Within 3 months

You should be able to complete onboarding assigned with some dependencies on your peers as per service level agreements that we set as per customer persona. Start organizing customer information and track your interaction with them in various tools. Should be able to independently handle complex sets of queries related to the product. Track and hit key implementation milestones.

Within 6 months

You should be able to complete the onboarding process independently. Should be able to add value to the overall process alignment owning some initiatives. Collaborate with other teams like engineering, product, sales and customer support to define priorities and set delivery goals.

Within 12 months

Participate in interviewing and hiring, as a way to influence team growth and show QDC values and drive our culture. Deliver and present metrics related to onboarding and show improvements.  Provide feedback to Marketing, Sales, Support, Success and Engineering teams to further improve product. Lead a team of Onboarding specialists to deliver exceptional customer onboarding experience. Act as a guide for new hires, teaching them best practices.

• At least 2+ years of work experience in a customer-facing role such as Customer Support, Account Management, Sales, Corporate Training etc. 
• Strong problem-solving skills, technical and analytical aptitude with the ability to quickly learn and adopt technical products.
• Ability to understand a software product and its nuances very well.
• Excellent written and verbal business communication skills.
• Ready to work in US Shift in future

Attitude	Skills
Empathy Positive Attitude Organized Process Driven Coachable Patience Metrics Driven	Ability to explain in uncomplicated/ simple language Attentive and Listening Skills Training Skills

We are on a mission to make Dry Cleaners and Laundry business winning in the digital era.

We believe in 

• Helping traditional laundries to come at par with digital businesses: Traditional We help laundry businesses adapt modern technology and deliver the customer experience that today’s digital businesses like Swiggy, OLA and Flipkart are delivering. We feel successful when we hear stories like https://www.youtube.com/watch?v=EbB828K28zs&;feature=emb_title">these.
• Building a large profitable business: We envision building a capital-efficient, large profitable business to achieve our mission of making laundry business win. This means less dependence on investors & more ownership with the team. We are one of the few profitable Indian SaaS startups buildinghttps://valuesaas.co/"> value SaaS
• Employee Wellness <> Customer Success: We give as much importance to each team member’s personal & professional success as much as we care about our customer's success. We believe it’s all about balance.

Our impact so far

• 3 Billion garments processed through QDC Dry Cleaning Cloud
• 47 countries
• 1000+ Paid subscribers
• 5000+ Users
• All this could be achieved with a nimble team of 20 from our single office in Noida

• Freedom & Responsibility: If you are a person who wants to take up challenging work & push your boundaries with no one monitoring you, then this is the right place for you. There are no hierarchies. No managers to please.
• Holistic Growth: Building a career doesn’t have to be at the cost of missing out on your personal front. We believe that professional success is worth when the personal goals are nurtured with equal importance. We will support you all in on that journey of yours.
• Transparency: If you ever wanted to know what it’s like to be on an entrepreneurial journey, then working with QDC gives you that opportunity to experience it all first hand.

Great Environment: We spend more time of our day at work than at home while awake, so it is important that we feel comfortable at our workplace. Our office space is fun and the team is funnier. We never miss out on any opportunity to have fun. We don’t experience monday blues rather we have Monday excitement.