Manage the end-to-end customer onboarding process, from subscription activation to successful implementation and product adoption.
Conduct customer kickoff and discovery meetings to understand business requirements, target markets, and expected outcomes.
Configure customer accounts, workspaces, user access, and relevant product settings.
Set up AI SDR agents, prospecting strategies, email sequences, follow-up workflows, and campaign configurations.
Assist customers with Ideal Customer Profile (ICP) definition, prospect segmentation, lead qualification, and target account identification.
Configure AI agents, prompts, instructions, and automated workflows using https://jobeax.com/link/n1KO6j1z8l5wuR91 Agent Studio.
Coordinate integrations with supported CRM platforms, email accounts, calendars, APIs, and other business applications.
Conduct product demonstrations, onboarding sessions, and customer training on AI SDR, Agent Studio, campaign management, and reporting.
Monitor campaign performance, product adoption, customer engagement, and implementation progress, recommending improvements where necessary.
Manage customer accounts and serve as the primary point of contact for queries, follow-ups, implementation updates, and escalations.
Troubleshoot routine product configuration, campaign setup, workflow, and integration issues, coordinating with Product and Engineering teams when required.
Build strong customer relationships, identify retention risks, support renewals, and identify upselling and cross-selling opportunities.
Lead and mentor existing onboarding team members, allocate customer accounts, assign tasks, and monitor team productivity.
Develop and maintain onboarding SOPs, implementation checklists, training materials, escalation procedures, and customer documentation.
Track onboarding timelines, customer satisfaction, account health, issue resolution, and team performance through regular reports.
Collaborate with Sales, Presales, Marketing, Product, Engineering, and Customer Support teams to ensure effective customer implementation and service delivery.
Ensure compliance with company policies on data protection, information security, customer confidentiality, and responsible AI usage.
Identify opportunities to improve onboarding efficiency, customer experience, product adoption, and overall operational performance.

Requirements

Bachelor's degree in Business Administration, Marketing, Information Technology, Computer Science, or a related discipline.
5-10 years of experience in SaaS onboarding, customer success, account management, implementation, or technical customer support.
Prior experience managing, mentoring, or coordinating team members is strongly preferred.
Strong understanding of B2B sales processes, outbound prospecting, lead generation, and CRM workflows.
Familiarity with AI tools, AI agents, prompt engineering, and workflow automation.
Working knowledge of CRM platforms such as HubSpot, Salesforce, Zoho CRM, or equivalent.
Understanding of campaign configuration, email deliverability, and application integrations.
Ability to troubleshoot routine technical issues and communicate technical concepts clearly to non-technical customers.
Excellent verbal and written English communication skills.
Strong customer relationship management, presentation, problem-solving, and organizational skills.
Ability to manage multiple customer accounts, prioritize competing requirements, and meet deadlines.
Experience developing SOPs, onboarding processes, customer documentation, and performance reports.
Strong ownership, leadership, accountability, and a customer-first mindset.

Preferred Qualifications

Experience with AI SDR platforms, sales engagement tools, marketing automation, or AI agent platforms.
Familiarity with no-code or low-code automation, APIs, webhooks, and workflow design.
Knowledge of SPF, DKIM, DMARC, and responsible outbound email practices.
Experience with customer retention, renewals, account health monitoring, and churn prevention.
Familiarity with GDPR, data protection, and responsible B2B outreach practices.
Experience supporting international B2B SaaS customers across the UK, US, Europe, or other global markets.

Key Performance Expectations

Timely and successful customer onboarding and implementation.
Effective configuration and deployment of AI SDR campaigns and AI agents.
Improved customer adoption, engagement, and satisfaction.
Timely resolution and escalation of customer issues.
Strong customer retention and identification of account growth opportunities.
Effective onboarding team management, productivity, and delivery quality.
Consistent documentation, SOP compliance, and process improvement.

Overall Objective: To build and manage a structured, scalable onboarding and account management function for https://jobeax.com/link/n1KO6j1z8l5wuR91, ensuring faster customer implementation, effective AI adoption, improved customer retention, and consistent team performance.

Client Onboarding Specialist

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