About the role
Job Title: Client Onboarding & Product Specialist
Company: Paytm
Location: Noida
Department: Business / Customer Success / Product
Role Overview We are looking for a proactive and customer-focused professional to manage the onboarding and adoption journey of new clients at Paytm. The role involves conducting product demos, guiding clients through setup and integrations, resolving onboarding challenges, and ensuring smooth adoption of Paytm’s solutions. The ideal candidate should have strong communication skills, a problem-solving mindset, and the ability to work closely with Sales, Support, and Product teams.
Key Responsibilities
Lead new clients through a smooth and structured onboarding process, ensuring successful product setup and activation.
- Conduct product demos, product tours, and personalized training sessions to help clients understand and effectively use Paytm’s solutions.
- Guide clients through WhatsApp Marketing integrations, campaign setup, and relevant product functionalities.
- Act as the primary point of contact during onboarding, addressing setup-related queries and troubleshooting issues to ensure a seamless experience.
- Monitor client adoption and proactively identify opportunities to improve product usage and engagement.
- Simplify complex product or technical processes and help clients move from initial onboarding challenges to confident product usage.
- Collaborate with Sales, Customer Support, and Product teams to resolve client issues and share actionable customer feedback.
- Track onboarding progress, client requirements, and issue resolution while ensuring adherence to defined SLAs.
- Monitor campaign performance and support clients in optimizing their multi-channel campaigns.
- Identify recurring client challenges and work with internal teams to improve processes, product experience, and onboarding journeys.
- Maintain accurate records of client interactions, onboarding status, feedback, and resolutions.
Key Skills
- 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.
- Understanding of SaaS products, CRM, digital marketing, or WhatsApp-based marketing solutions is preferred.
- 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 Experience ● 1+ years of experience in Customer Success, Client Onboarding, SaaS, Product Support, Account Management, or related roles.
- Experience working with digital marketing, WhatsApp Business, CRM, or SaaS platforms will be an added advantage.