Specialist - Customer Onboarding
Specialist - Customer Onboarding
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Job Description
Job Summary:
We are seeking a detailoriented and customerfocused Onboarding Specialist for Freshworks Professional Services to guide customers through the onboarding process ensuring they successfully adopt and integrate our ITSM product Freshservice. This role requires strong communication basic project management and problemsolving skills to support customers from initial setup to full operational use of our solutions.
Key Responsibilities:
Serve as the primary point of contact for customers during the onboarding process.
Execute methodically following a structured onboarding plan tailored to customer needs.
Configure and customize service settings based on customer requirements.
Monitor customer progress collect feedback and address concerns proactively.
Develop and maintain comprehensive technical and architectural documentation covering system configurations integrations and customizations
Identify opportunities to enhance the onboarding experience and improve customer satisfaction.
Provide product training and best practices to ensure seamless adoption.
Collaborate with internal teams (Sales Customer Support Product and Engineering) to resolve any onboarding challenges.
Provide support for postonboarding transition to account management or customer success teams.
Act as a product leader instilling confidence by devising innovative solutions during implementation assessing existing enterprise customer health for improvement suggestions and providing valuable customer feedback to the product team
Stay updated on industry trends Freshworks product updates and best practices to continually enhance the capabilities of the customer experience
Qualifications :
Bachelors degree in Business IT Communications or a related field (preferred).
Overall 57 years of relevant industry experience
2 years of experience in onboarding customer success account management or a similar role preferably on SaaS tools like Manage Engine Servicenow TopDesk JIRA etc
Excellent verbal and written communication abilities to lead customer conversations
Ability to collaborate and work with Product Engineering and Solution Architects to deliver best customer experience on Freshservice
Technical proficiency with software platforms CRM tools and onboarding technologies.
Ability to analyze customer needs and provide tailored solutions.
Problemsolving mindset and ability to work independently.
Experience in IndustrySpecific Knowledge e.g. SaaS Healthcare Finance is a plus.
Proactive action taking and willingness to deliver more
Additional Information :
At Freshworks we are creating a global workplace that enables everyone to find their true potential purpose and passion irrespective of their background gender race sexual orientation religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant richer work environment that advances the goals of our employees communities and the business.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
