Description

KEY ACCOUNTABILITIES
Lead the customer onboarding journey, starting with internal handoff call from sales and customer kickoff call
Deliver high quality training and instruction that positions the product as the best solution to meet the customer's vision
Work with current customers to configure, initialize, and pilot run our software products.
Drive adaptation and expectations at this beginning stage of the customer journey and empathize with the customer in order to ensure that our technology solutions are set up for their specific needs
Ensure onboarding criteria are completed prior to transitioning to the next step in the customer's journey
Keep all projects organized and fully utilize all provided tools to document progress
Communicate specific customer needs clearly with product engineering team
Discuss any escalated or complicated needs with the product and technology Leadership team
Become established as a trusted advisor and industry thought leader through identifying, creating, and promoting compelling insights
Proactively handle conflict situations, offer creative solutions, and prevent customer churn
Makes frequent touches via phone, email, screen share to customers post training




Assist in creating and implementing onboarding and customer success processes and materials
Assist the enablement Team in creating internal and customer facing educational materials as needed
Other duties as requested by management
Participate in continuous learning, product rollout sessions, and other internal training opportunities.

QUALIFICATIONS, EXPERIENCE AND SKILLS
BA/BS Degree in a technical discipline
9+ years relevant working experience, with at least 3 years on customer onboarding or product implementation role in technology companies
Knowledge on in international trade, ocean and air shipping, and global freight forwarding
Comfortable and confident verbal and written communication with internal and external customers
Ability to prioritize and stay organized to complete items by the deadline
Proficiency in SQL and Office tools
Strengths in problem solving, issue-resolution, ability to work in a deadline-driven work setting, attention to detail, and ability to multitask.
Possess robust customer empathy and a solid sense of humour
LI-AA6

📌 Group Senior Product Support Engineer Gurugram
🏢 Recognized
📍 Gurugram