Customer Onboarding and Success Specialist
- Zonka Technologies
- 1 - 2 years
- Noida, Gurugram
- 6 months ago
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Job Description
We 're hiring Customer Onboarding and Success Specialist at Zonka Technologies!!
Role Summary
As a Customer Onboarding and Success Specialist, you'll be the voice and guide for Zonka Feedback's customers. The role is all about delivering a smooth, supportive, and value-driven experience - from onboarding to ongoing engagement by guiding them through account setup, product training, and feature adoption while providing timely support and proactive check-ins to ensure they gain maximum value from our AI-powered customer experience and feedback platform.
Youll manage a portfolio of US-based customers, taking ownership of their success by tracking progress, resolving issues, and maintaining regular touchpoints to drive adoption and satisfaction.
This is a night-shift role (6 PM 3 AM IST) aligned with our US customer base.
Job Role
Customer Onboarding:
- Lead and manage end-to-end onboarding journey for new customers, including account setup, product training, and implementation
- Conduct product walkthroughs and tailored training sessions to ensure effective adoption and understanding
- Guide customers in creating surveys, setting up distribution channels, and integrating with CRMs or third-party tools
- Ensure timely onboarding completion and customer satisfaction through structured onboarding journeys
- Promptly respond to product-related inquiries from new customers via Intercom or other support channels and schedule calls with Sales team
Customer Support:
- Serve as the primary point of contact for all product-related queries via chat, email, or phone
- Deliver fast, clear, and effective resolutions to technical issues, ensuring a smooth customer experience
- Collaborate with product and engineering team to report bugs, escalate technical issues, and follow up on feature requests
Customer Success Management:
- Conduct regular check-ins with existing customers to assess satisfaction, ensure ongoing engagement and adoptio
- Monitor account health and usage metrics to identify and report at-risk accounts
Qualifications
- 1 to 2 years of experience in customer onboarding, success or support role in a SaaS/product environment
- Willingness to work night shifts (6 PM 3 AM US time)
- Excellent written and spoken communication skills
- Strong product understanding and technical aptitude
- Customer-first attitude with empathy and problem-solving skills
- Ability to work independently, manage multiple onboarding journeys, and collaborate across teams
- Familiarity with tools like Intercom, Freshdesk, HubSpot, or similar platforms is a plusW
Job Classification
Industry: Software ProductFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer SuccessRole: Customer Success - OtherEmployement Type: Full timeContact Details:
Company: Zonka TechnologiesLocation(s): Noida, Gurugram
Keyskills: Client Success Customer Onboarding Saas Products Client Support Customer Support Client Onboarding SAAS Product Adoption Client Engagement Customer Engagement
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