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20/09 HR
HR Manager at Yo HR Consultancy

Views:23 Applications:27 Rec. Actions:Recruiter Actions:10

Onboarding Manager - SaaS Firm (1-6 yrs)

Chandigarh Job Code: 234613

Onboarding Manager

Location: Chandigarh

Experience: 1-6 Years

Must-Have :

- International Onboarding experience for the US region.

- This role supports US customers and requires working hours of 5 pm - 2 am.

JD:

Essential Functions & Responsibilities :

- Connect with ZoomInfo customers via phone and email to ensure a quick time to value post-sale and begin the onboarding process.

- Demonstrate exceptional customer service by serving as a conduit for customer inquiries and acting as the primary contact through interactions via multiple channels including phone, in-person, email, secure messaging, chat, etc.

- Follow the established ZoomInfo onboarding process to manage a high-activity pipeline of new & current customer base.

- Document interactions with customer in Salesforce.com/Gainsight and communicate clearly and effectively with internal stakeholders when needed.

- Actively triage customer reasons for no adoption/low usage and assist the customer/end user with addressing the issues they are experiencing, including, but not limited to: coordinating a training, referring to customer support, or communicating with product and engineering teams about a possible issue.

- Serve as the voice of the customer by ensuring customer feedback is clearly captured and conveyed internally to enable ongoing improvement of ZoomInfo products and services.

- Work with customers primarily via Email and Chat, as well as over the phone when needed to discuss inquiries in more detail.

- Document best practices and other useful information to better enable our customers through our online support tools.

- Learn third-party products and their integrations to educate and guide customers on.

- Usage and product adoption.

Required Education and Experience :

- At least 1 year experience in a SaaS company environment, preferably connecting with prospects/customers through phone/email.

- Experience with CRM tools with preference given to candidates with Salesforce experience.

- Preference given to candidates with experience using the ZoomInfo suite of products.


- Ability to analyze customer concerns and identify education and growth opportunities within an account.

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