Overview We are looking for an experienced Customer Onboarding/ product implementation specialist to onboard customers and provide enterprise-level technical support to our customers. This technician will gather the requirements via phone, web, email, chat, and other channels as required and provide the best-in-class implementation of the product. Role And Responsibilities Be prime contact for customers during project implementations and display a high sense of urgency and ownership during customer interactions. Extremely strong in relationship building/management with clients and internal stakeholders (Sales, Presales, Customer Success, Product, Engineering, Marketplace, and Support). Be responsible for all technical aspects of project implementation and coordination, right from kick-off to Go-Live, including scoping and change request management along with the Engagement Manager (EM). Work closely with project sponsors and stakeholders (internal & external) in defining project goals, requirements, project planning, tracking, and delivering the project(s) in a timely manner/agreed time frames. Conduct pre-kick-off meetings with sales/pre-sales and kick-off meetings with customers to establish and communicate project plans, milestones, goals, and associated processes and set the right expectations with customers. Work with EM to lead the development and implementation of a coordinated set of plans and programs for all phases to meet the goals and priorities of the projects. Participate in establishing practices, templates with EM (Statement Of Work (SoW), Project plans, trackers), policies, tools, and partnerships to expand and mature these capabilities for the organization Ensure the prime objective of 'delivering moments of wow to our customers' is always met. Work with EM to establish and manage communication, escalation, and risk management plans. Monitor and track project progress and work efforts on a daily basis, and report project status to EM, senior management, and other stakeholders. This role includes working on multiple projects at a time. Coordinate with customer, EM, and internal teams to develop work/change when needed due to changes in scope, schedules, and dependencies. Communicate clearly with management, customers, sales, and developers to ensure business requirements are translated accurately for implementation. Recommend product enhancements and new product opportunities to the Product Management team. Should also check with the product team as per the timelines committed by them. Work closely with pre-sales/sales and implementation services to help estimate customer engagements and keep them updated on the latest changes in the process. Work with SI partners for custom app/integration work for customer engagements. Work closely with Customer Success Manager (CSM) to ensure proper handover after Go-Live is done. Take on other assigned responsibilities as required. Be a trusted advisor to the customers and have a growth mindset Qualifications At least 2 to 5 years of experience in the software/tech industry Experience in the implementation of SaaS products is a big plus, or working experience in these products Basic front-end programming skills such as HTML5, JavaScript, and jQuery (Good to have) Basic understanding of the technology stack and programming concepts Understanding of integrations (REST APIs) with cloud systems Good to have hands-on experience with configuring SAAS products such as Zoho, Zendesk, Keka, We360, etc... Ability to learn and understand the SAAS products Fast learner and can pick up new technologies Good communication skills and written skills - must have Willing to work in Europe shift. Capable of working on a cross-functional team to solve business & tech problems Understand the customer requirements and passion for providing solutions Soft skills to interact with customers over the phone or video call