Customer Onboarding & Client Servicing Specialist

ConfidentialMumbai, India

5 days ago

Job description

Job Overview

We're looking for an enthusiastic and detail-oriented Customer Onboarding & Client Servicing Specialist to be a critical link between our product and our customers. This role is responsible for ensuring a seamless, positive experience for new clients as they integrate and begin using our platform or service. After the initial setup, you'll continue to serve as a primary contact, driving client satisfaction, retention, and successful long-term relationships.

Key Responsibilities

Customer Onboarding
Lead the Onboarding Process : Act as the main point of contact for new clients from contract signing through successful implementation and 'go-live.'
Needs Assessment & Customization : Understand each client's unique business goals, workflows, and technical requirements to tailor the onboarding process and product setup appropriately.
Product Training : Conduct engaging and effective training sessions (both one-on-one and group) for client teams on how to use the product / service features effectively.
Documentation : Ensure all client setup details, training notes, and relevant communications are accurately logged in the CRM / client management system.
Client Servicing & Relationship Management
Build Relationships : Develop strong, trust-based relationships with key client stakeholders to foster loyalty and long-term retention.
First-Line Support : Address client inquiries, troubleshoot minor issues, and serve as the internal advocate for the client, coordinating with technical support, product, and sales teams to resolve complex problems promptly.
Proactive Engagement : Regularly check in with clients to monitor usage, identify potential pain points, and provide suggestions for optimization and increased ROI.
Feature Adoption : Communicate new product features and updates to clients, encouraging and training them on adoption.

Qualifications & Requirements

Experience : A minimum of 2 years of professional experience in a customer-facing role such as Customer Success, Account Management, Client Onboarding, or a related field.

Language : Fluent in English (both verbal and written communication) is mandatory.

Communication Skills : Exceptional communication, presentation, and interpersonal skills, with the ability to explain technical concepts to non-technical audiences.

Problem-Solving : Proven ability to troubleshoot and resolve client issues efficiently and professionally.

Technical Aptitude : Experience working with CRM software (e.g., Salesforce, HubSpot) and comfort learning new software platforms quickly.

Education : Bachelor's degree preferred, or equivalent practical experience.

Skills Required

Salesforce, Hubspot, crm software

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Client Servicing • Mumbai, India