Customer Success and Onboarding Specialist

About us:

26ideas is a full-stack venture studio that builds startups. We don't just bring ideas to life; we work to ensure the idea is set for success. Acting as an institutional co-founder, our mission is to provide comprehensive support from ideation to scaling. With over 40 years of collective experience, we have the expertise and network to drive startup success.

One of our ideas, EventCRM, is a dynamic project dedicated to transforming the event management and catering industry by addressing challenges related to manual coordination, communication gaps, task management, and more. We are looking for a professional to join our founding team as an Enterprise SaaS - Onboarding Specialist focusing in the event management sector, to ensure new customers have a smooth and positive experience as they begin using our product.

Considerations prior to applying:

• Location: On-site in Mumbai
• Travel: Required to travel for customer onboarding
• Compensation: 5 to 9 LPA
• Mindset: Get shit done (hustler)

Role Overview

As the SaaS - Onboarding Specialist at eventcrm.io, you will be the first point of contact and responsible for ensuring a seamless onboarding experience for our new clients. You will leverage your extensive experience in customer success and SaaS onboarding to help clients understand and effectively use our platform, driving customer satisfaction and retention.

Key Responsibilities

1. Customer Onboarding:

• Guide new customers through the onboarding process, ensuring they understand and can effectively use the EventCRM platform.
• Conduct onboarding sessions and training, both virtually and in-person, to educate clients on the features and benefits of the platform.

1. Customer Relationship Management:

• Build and maintain strong relationships with customers to ensure their ongoing satisfaction and success with the EventCRM platform.
• Act as the primary point of contact for new clients during the onboarding phase, addressing any questions or concerns they may have.

1. Cross-Functional Collaboration:

• Collaborate with the sales, product, and support teams to ensure a seamless transition from sales to onboarding.
• Provide feedback to the product team on customer needs and potential improvements to the platform.

1. Process Improvement:

• Develop and refine onboarding processes and materials to enhance the customer experience.
• Monitor and analyze onboarding metrics to identify areas for improvement and ensure customers are successfully onboarded.

Minimum Requirements:

• 2+ years of relevant experience in SaaS onboarding or customer success.
• Bachelor’s degree in business, marketing, or a related field.
• The ideal candidate is proficient in both English and Hindi + 1 local language.
• Deep understanding of the SaaS industry and customer success practices.
• Experience conducting training sessions and creating educational materials.
• Excellent communication, presentation, and organizational skills.

Preferred Qualifications:

• Proven ability to work with complex software and service offerings.
• Ability to take initiative, work efficiently, and respond quickly to changes in a dynamic environment.
• Experience with Google suite of productivity applications (Gmail, Gcalendar, Sheets, Slides, Docs), Notion and Slack.

Commitment to EEO:

26ideas is committed to fostering a diverse, inclusive, and innovative workplace. We encourage candidates from all backgrounds to apply and join us in building groundbreaking solutions.