Customer Operations Manager - Client Onboarding - SaaS

Key Responsibilities:

Customer Onboarding & Implementation:

- Oversee and optimize the end-to-end onboarding process to ensure customers experience a smooth transition.

- Develop structured onboarding playbooks and best practices to ensure consistent execution.

- Collaborate with the Sales, Product, and Customer Success teams to ensure all onboarding steps align with customer expectations.

- Ensure all onboarding activities are completed within the agreed timelines and SLAs.

Operational Excellence & Process Improvement:

- Continuously analyze and identify inefficiencies in the onboarding workflow, implementing improvements to enhance speed and quality.

- Develop SOPs, templates, and automation workflows to scale onboarding operations efficiently.

- Leverage CRM & onboarding tools (HubSpot, Salesforce, or similar) to track and manage the customer journey effectively.

Customer Training & Enablement:

- Coordinate and conduct training sessions, webinars, and demos to educate customers on client's platform and features.

- Create and maintain a knowledge base, FAQs, and tutorial guides to enhance customer self-sufficiency.

Data-Driven Decision Making:

- Track and analyze key onboarding metrics such as time-to-activation, churn during onboarding, and customer engagement levels.

- Generate reports and insights to improve onboarding effectiveness and enhance the customer experience.

Stakeholder Collaboration & Team Management:

- Work closely with Sales, Product, and Customer Success teams to align onboarding strategies with business goals.

- Lead, mentor, and manage a team of onboarding specialists to ensure high-quality service and operational efficiency.

- Identify and implement tools and technologies to automate and streamline onboarding processes.

Key Qualifications:

Experience:

- 4+ years of experience in customer onboarding, operations, or implementation roles (preferably in a SaaS, B2B, or technology-driven company).

- Proven track record of scaling customer onboarding operations and implementing process improvements.

Technical & Analytical Skills:

- Experience with CRM, onboarding, and automation tools (e.g., HubSpot, Salesforce, Zendesk, Gainsight).

- Strong data-driven mindset with expertise in analyzing customer journey metrics and improving operational workflows.

- Understanding of API-based SaaS products or WhatsApp Business API is a plus.

Soft Skills:

- Exceptional communication & presentation skills to effectively educate and engage with customers.

- Ability to multitask and manage multiple onboarding projects while maintaining a high level of attention to detail.

- Strong problem-solving skills with a customer-first approach to issue resolution.