Facilitate the onboarding process for new clients and ensuring a smooth transition
Manage implementation process, coordinating timelines, resources and deliverables
Provide technical guidance, support during the onboarding process including system configurations, integrations and troubleshooting
Conduct training sessions for new clients and providing refresher sessions for existing clients
Create documentation and user guides when required
Build and maintain strong relationships with clients
Address client concerns and inquiries promptly, ensuring high levels of customer satisfaction
Perform quality checks and testing to validate system functionality and performance
Identify opportunities for process improvement and efficiency within the onboarding process
Provide feedback to internal teams for product enhancements and service improvements by raising tickets
Identify potential risks or issues that may impact project delivery or client satisfaction
Maintain records of client interactions, project progress, implementation details & sign off
Collaborate effectively with cross-functional teams, including sales, support, and product development
Communicate project status updates and escalations to stakeholders in a clear and concise manner
Participate in training and professional development activities to enhance skills and knowledge
Must have 3+ years relevant work experience in IT SaaS company (Hospitality software or the F&B industry experiences will be preferred)
Must have experiences as customer support or customer success; preparing implementation and training for new clients, providing ongoing support and assistance during system transition and after going live, resolve technical issues, handling clients inquires
Strong ability to build rapport and maintain relationships with clients
Experience in conducting training sessions with small to medium group participants
Ability to pay attention to details to ensure accuracy
