Implementation & Onboarding Specialist (Saas)

hace 14 horas

Ciudad de México, Ciudad de México Qualifinds A tiempo completo

Job Objective:

The Implementation & Onboarding Specialist ensures that clients quickly realize measurable value from the platform, remain engaged over time, and identify opportunities for expansion.

This role combines
technical onboarding, customer lifecycle management, and operational enablement,
serving as the bridge between implementation, customer satisfaction, and business growth.

Responsibilities:

  • Lead trial process for prospects, ensuring configuration, training, and adoption.
  • Lead onboarding processes for new customers from kickoff to go-live, ensuring configuration, training, and adoption.
  • Conduct recurring
    Customer Satisfaction Reviews (CSR

) to measure ROI, satisfaction, and identify expansion opportunities.
- Monitor account health and proactively manage engagement and risk.
- Maintain updated
demo environments

for internal and client-facing use, ensuring they are configured, functional, and aligned with current product releases.
- Generate customer insights for Product, Sales, and Support based on CSR findings and adoption data.
- Keep Client Success, dashboards, and client documentation up to date.
- Develop internal enablement materials for playbooks, case studies, and templates to support scalable Success operations
- Manages end-to-end onboarding and ongoing success for assigned customer accounts.
- Coordinates product configuration, user training, and CSR execution.
- Owns setup and upkeep of demo environments for both Sales and Success presentations.
- Ensures customers reach activation, value realization, and renewal milestones.
- Delivering a consistent customer experience that enables retention, expansion, and strong internal enablement for Sales and Success team.
- Moderate to high serves as the voice of the customer and a key operational bridge between commercial and technical teams

Requirements:

  • Bachelor's degree in Business, Engineering, Administration, or a related field.
  • At least
    +3 years of experience in Customer Success or Account Management

within a SaaS company, ideally in the automotive industry.
- Experience in
upselling and cross-selling to maximize revenue growth
- Fluent English (C1 level or higher); experience managing international clients

.
- Strong analytical and strategic thinking skills.
- Experience using
CRM tools

(Zoho or similar).
- Excellent communication skills and relationship management capabilities.
- Familiarity with
Customer Success metrics
- Experience working
with product teams

(preferably)
- Ability to
translate technical requirements into clear actionables for the company

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