Implementation Specialist/Onboarding Consultant
Location : Hyderabad
WFO/Hybrid
The Onboarding Specialist is a critical role responsible for ensuring the seamless onboarding and successful launch of clients on our SaaS e-commerce platform. This role involves acting as a technical expert, managing a portfolio of projects, and delivering a high-quality onboarding experience within specified time and budget constraints. The successful candidate will work with a range of clients, from mid-market self-service to enterprise-level, setting appropriate expectations, improving processes, and ensuring consistent client satisfaction.
Responsibilities:
Platform and Technical Expertise:
● Act as a platform expert and technical subject matter expert during the launch phase, handling technical questions and queries from clients (software, data feeds, API, FTP).
● Provide feedback to Product Management for product features and enhancements.
● Develop additional client resources like videos and webinars and provide expertise for cross-training
others within the company.
Client Onboarding:
● Set up, customize, and optimize customer accounts.
● Deliver training sessions to client user groups using established methodologies tailored to specific
customer needs.
● Work on configuration and troubleshooting during the customer onboarding process.
● Transition clients to the Support team following the implementation phase.
Collaboration and Communication:
● Collaborate with Sales, Business Development, Engineering, Product Management, Customer Success Managers (CSM), and Account Strategy Managers (ASM) to ensure seamless customer transitions and mitigate blockers.
● Stay informed about the status of ongoing projects to maintain momentum.
● Effectively communicate technical information to both technical and non-technical audiences.
Requirements:
● Fluent in both written and spoken English.
● Additional language beneficial.
● Experience and/or strong knowledge of API (REST and SOAP).
● Experience working with product data feed formats (XML, TXT, CSV, JSON) and familiarity with FTP protocols.
● Strong working knowledge of Excel and HTML.
● Minimum 2 years' experience in SaaS onboarding.
● Demonstrated ability to manage multiple complex projects in tandem.
● Demonstrable problem-solving skills and a positive attitude.
● Strong time management skills and the ability to prioritize tasks effectively.
● Excellent documentation skills.
● Experience in developing and delivering software training curriculum.
● Strong oral and written communication and presentation skills.
Preferred Qualifications:
● Demonstrated experience with providing guidance for API integrations.
● Experience working with enterprise-level clients and in the e-commerce industry.
● Experience with remote-based training tools.
● Project Management Experience or Qualifications.
We are looking for excellent communication skills and US/UK client handling experience
Should be open to Work in Night Shifts.
Please fill in Implementation Consultant Candidate Information Form as mandatory step