SmartServ - Manager - Client Onboarding (2-4 yrs)
JD - Onboarding Specialist/Manager
ZenTrades (https://zentrades.pro) is a product start-up from the house of award-winning
SaaS business solutions. ZenTrades's founding team consists of UW Madison, and UC Berkeley
alumni with strong domain knowledge having built top-notch products and implemented them at Fortune 500 companies.
ZenTrades is on a mission to build a powerful AI-powered assistant that enables service businesses to focus and increase their sales metrics by scoring on leadership opportunities that are ideally lost in the
field. We are constantly mining recommendations to help service contractors gain efficiency and help
them spend more time in front of customers, not computers. Our customers stay in control of their
business and have visibility into the most important data and metrics required and we give them insights
to do more. At ZenTrades, we aren't a company of silos. Team members are empowered and encouraged
to pursue out-of-the-box ideas, think for themselves, and make mistakes. We encourage you to challenge
our status quo.
As an Onboarding Specialist/Manager, you will play a pivotal role in driving customer
satisfaction, retention, and growth. You will lead a team of dedicated customer success managers
and associates, while collaborating cross-functionally with various teams to ensure our customers'
needs are met and exceeded.
Why should you join the ZenTrades Clan?
This is an opportunity to be part of the blitz-scaling team that's shaping an industry's narrative. We are o a mission to revolutionize the Field Service Management domain & boost their sales metrics, productivity and efficiency by scoring on leadership opportunities that are otherwise lost in the field. At ZenTrades, we aren't a company where information and ideas exist in silos. Team members are empowered and encouraged to pursue out-of-the-box ideas, think for themselves, and make mistakes that will assist with growth. We encourage you to challenge our status quo. We value creativity, hard work, initiative, and radical ideas above all else.
What is in store for you?
- Meaningful Impact and continuous learning: At ZenTrades, your strategic insights, and data-driven decisions will directly influence the evolution of our cutting-edge software solutions. Your contributions will drive the success of our products, shaping the industry and making a tangible difference for businesses.
- Innovative Environment: Being a part of ZenTrades means immersing yourself in an innovative atmosphere where creativity and curiosity are encouraged. Collaborate with forward-thinking colleagues and leverage emerging technologies to redefine industry standards.
- Strategic Partnerships: Your role involves close interaction with clients and stakeholders. Building and nurturing these relationships will not only enhance our offerings but also provide you with valuable networking, enriching your professional journey.
- Data-Driven Insights: Dive into data analytics to uncover trends, preferences, and market demands. Transform raw data into actionable insights that guide product development, refine business strategies, and steer us toward customer-centric solutions.
- Professional Development: ZenTrades is committed to nurturing your growth. Whether it's through internal training programs, workshops, or mentorship, we aim to cultivate your potential and guide you toward becoming a leader in the industry.
- Client Engagement: Foster strategic partnerships, working closely with clients to deliver tailored solutions.
- Future of SaaS: Shape the future of IT software SAAS as a key player at ZenTrades
Day-to-day responsibilities will include :
- Lead the end-to-end onboarding process for new clients, ensuring a seamless transition from the sales phase to implementation.
- Collaborate closely with Sales, Customer Success Managers, and other relevant teams to gather client requirements and expectations.
- Customize onboarding plans based on client needs, product configuration, and desired outcomes.
Project Management :
- Create and maintain project timelines, milestones, and deliverables to ensure on-time and successful client launches.
- Coordinate and allocate resources effectively to meet project objectives and client commitments.
- Identify potential roadblocks and proactively implement mitigation strategies.
Client Communication :
- Serve as the main point of contact for clients during the onboarding process, providing regular updates, addressing questions, and managing expectations.
- Conduct onboarding kick off meetings to set expectations, define goals, and outline the onboarding journey.
- Deliver timely and accurate communication to internal and external stakeholders regarding project status and progress.
Product Expertise :
- Develop a comprehensive understanding of our products, services, and features to effectively guide clients through the onboarding process.
- Conduct training sessions for clients, educating them on product functionalities, best practices, and use cases.
- Troubleshoot and resolve any product-related issues that may arise during onboarding.
Documentation and Reporting :
- Maintain accurate and organized client records, onboarding plans, and project documentation.
- Provide regular reports on onboarding progress, highlighting achievements and identifying areas for improvement.
- Collaborate with cross-functional teams to ensure proper data integration and accuracy.
Feedback and Continuous Improvement :
- Gather feedback from clients post-onboarding to assess their satisfaction and identify opportunities for enhancement.
- Collaborate with Product and Customer Success teams to communicate customer feedback and contribute to product improvements.
- Recommend and implement process improvements to streamline the onboarding experience.
You will fit right if you have :
- B. Tech/BE/MBA/PGDM in any specialization
- 2-4 years of experience working in a management/strategy or in a fast-paced startup environment
- Strong presentation and time management skills.
- Excellent communication skills (verbal & written) to be able to clearly articulate and present ideas / concepts and collaborate with multiple stakeholders
- Meticulous attention to detail.
- 1+ years of onboarding experience, account management or involvement in customer success programmes.
- 1+ years of experience in a B2B SaaS platform environment.
- Passion to learn something new and hustle everyday
Nice to have :
- Experience project managing in a professional context.
- Teaching or educational experience.
- Prior experience working for a technology startup is a plus.
- Previous experience in a technology services firm/Product companies/SaaS companies in or one more of the following roles - business analysis or consulting / pre-sales / solution design / customer facing project or program management.
- you'll be working with many customers, and you'll need to have expertise in place to keep all of their needs organized. An understanding of market needs and current use cases of businesses using video.
- you'll be helping customers come up with their overall strategy with our product!
- You don't need someone hovering over your shoulder telling you what to do all day. Should have anchored or led sales pursuits and be extremely well versed with the nuances of a technology/IT sales process. Exposure to pricing or commercials will be preferred.
- Solving skills, esp. the ability to frame the problem statement accurately, along with its context and success criteria
Note: You will be required to operate in the US time zone which is - 5:00 pm IST to 2:00 am IST from
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