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01/07 Pooja Gurung
Director - Talent Acquisition at Spot Buzzy

Views:147 Applications:32 Rec. Actions:Recruiter Actions:8

Specialist - Client Onboarding - B2B SaaS (7-15 yrs)

Mumbai/Pune/Bangalore Job Code: 1119269

Job description :

We are looking to hire a Growth Operations - Client Onboarding to help onboard our enterprise clients to their new health & insurance benefits. We're looking for someone with a customer-centric mindset and a demonstrated ability to create a vision and execute on world-class customer experiences.

As Growth Operations - Client Onboarding at Loop you will help scale a delightful onboarding process from 50 clients a month today to 300 per month by year-end. This position is a key growth operations role responsible for bringing creativity, vision, and operational execution to creating a world-class health benefits onboarding experience.

Our ideal candidate is both a creative leader with experience across project management, process development, efficiency innovation and user experience - and a data-driven, action-biased growth operator.

Responsibilities:

- Define and own key result areas and metrics around onboarding like enterprise and member CSAT, time to value, activation targets and operational efficiency metrics.

- Ideate and run activation experiments online and offline to create a breakthrough onboarding experience that drives best in class activation & customer engagement rates.

- Develop and own the continuous improvement of customer onboarding journeys at both the enterprise and member level.

- Conduct user research to identify potential touch points for customer delight and areas of improvement along the onboarding journey; define and develop improvement initiatives and drive these to completion.

- Create a unified strategy for the flow of information from pre-sales to post sale servicing teams to accurately capture all servicing requirements for our varied enterprise clients and drive a 0 error rate for client handovers.

- Participate in the recruitment and management of a growing team of dynamic onboarding specialists who will own the delivery of our high touch personalized onboarding experiences.

Requirements:

- Experience owning a customer journey, customer CSAT and NPS metrics at a fast growing company

- Highly creative with experience running improvement projects to enhance customer experience.

- Experience managing Service Level Agreements on a consistent basis and is comfortable holding others accountable to tasks and deadlines

- Skilled communicator and negotiator that can comfortably work across functions like Sales, Engineering, Product, Tech, and Customer Success

- Experience in B2B SaaS preferred

Women-friendly workplace:

Maternity and Paternity Benefits

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