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Paytm is seeking a Client Onboarding & Product Specialist to manage the onboarding and adoption journey of new clients. This role bridges customer success, product, and sales by ensuring smooth product setup, activation, and adoption across Paytm's solutions.
You will lead new clients through structured onboarding processes, conduct product demos and personalized training sessions, and guide clients through WhatsApp Marketing integrations and campaign setup. You'll serve as the primary point of contact during onboarding, addressing setup queries and troubleshooting issues to ensure seamless experiences.
Key responsibilities include monitoring client adoption and identifying opportunities to improve product usage and engagement, simplifying complex technical processes to help clients move from initial challenges to confident usage, and collaborating with Sales, Customer Support, and Product teams to resolve issues and share actionable customer feedback. You will track onboarding progress and client requirements while ensuring adherence to defined SLAs, monitor campaign performance to support clients in optimizing multi-channel campaigns, and identify recurring client challenges to improve internal processes and product experience.
You'll maintain accurate records of client interactions, onboarding status, feedback, and resolutions, working in a fast-paced, cross-functional environment with the ability to manage multiple clients and priorities simultaneously.
Requirements:
- 1+ years of experience in Customer Success, Client Onboarding, SaaS, Product Support, Account Management, or related roles
- Strong verbal and written communication skills
- Customer-centric approach with strong relationship-building abilities
- Good problem-solving and troubleshooting skills
- Ability to conduct product demonstrations and training sessions
- Strong coordination and stakeholder management skills
- Ability to manage multiple clients and priorities while meeting SLAs
- Comfortable working in a fast-paced, cross-functional environment
- Preferred: Understanding of SaaS products, CRM, digital marketing, or WhatsApp-based marketing solutions
- Preferred: Experience with digital marketing, WhatsApp Business, CRM, or SaaS platforms
