Onboarding & Troubleshooting Expert

Job Title: Product Onboarding Specialist

Location: Bhopal (Work from Office)

Company: We360.ai

Department: Customer Success

About We360.ai

We360.ai is a leading Workforce Analytics and Employee Productivity platform that helps organizations improve workforce efficiency through data-driven insights and automation. We are looking for passionate professionals to ensure our customers have a seamless onboarding and implementation experience.

Job Summary

We are looking for a Product Onboarding Specialist with 2+ years of experience in SaaS implementation, product onboarding, customer success, or technical support. The ideal candidate will be responsible for onboarding new customers, configuring the platform, conducting product training, and ensuring successful product adoption.

Key Responsibilities

• Own the end-to-end customer onboarding and implementation process.
• Understand customer business requirements and configure the platform accordingly.
• Conduct product demonstrations and training sessions for customers.
• Configure users, departments, policies, attendance, productivity rules, and reports.
• Ensure smooth and timely product implementation within defined SLAs.
• Collaborate with Sales, Product, and Technical Support teams for successful deployments.
• Troubleshoot onboarding issues and coordinate with technical teams for resolution.
• Monitor customer adoption and provide proactive guidance during the onboarding phase.
• Prepare onboarding documentation, SOPs, knowledge base articles, and training materials.
• Capture customer feedback and recommend product improvements.
• Maintain implementation records and onboarding progress in CRM.

Required Skills

• Excellent communication and presentation skills.
• Strong technical aptitude with the ability to understand SaaS products.
• Customer-centric approach with excellent stakeholder management skills.
• Strong analytical, troubleshooting, and problem-solving abilities.
• Experience in software implementation or customer onboarding.
• Ability to manage multiple customer implementations simultaneously.
• Familiarity with HR Tech, Workforce Analytics, Employee Monitoring, or HRMS solutions is an added advantage.

Eligibility Criteria

• B.Tech (Computer Science, Information Technology, Electronics, or related Engineering discipline) – Mandatory.
• Minimum 2 years of experience in Product Onboarding, Product Implementation, Customer Success, Technical Support, or SaaS Implementation.
• Experience in B2B SaaS products is highly preferred.

Key Performance Indicators (KPIs)

• Onboarding completion within SLA.
• Time-to-Go-Live.
• Customer Satisfaction (CSAT).
• Product adoption and activation rate.
• First-time implementation accuracy.
• Reduction in onboarding-related support tickets.
• Customer retention during the onboarding phase.

What We Offer

• Opportunity to work with one of Indias fastest-growing SaaS companies.
• Exposure to enterprise customers across multiple industries.
• Learning and career growth opportunities.
• Performance-based incentives.
• Collaborative and innovation-driven work culture.

Experience:2+ Years

Qualification:B.Tech (Mandatory)

Employment Type: Full-Time

Location: Bhopal (Work from Office)