Responsibilities
Job Description:
We're looking for a technically skilled and customer-obsessed
Technical Onboarding & Account Specialist to join our CRM SaaS team. In this role, you'll own the post-sale customer journey, from onboarding and technical setup to long-term relationship management and expansion.
You'll be the go-to expert helping clients integrate our CRM platform with their existing tech stack, ensuring a smooth deployment and driving long-term adoption and ROI.
Key Responsibilities
- Lead client onboarding from contract signing through go-live, ensuring a seamless transition.
- Conduct discovery sessions to understand clients business processes, data structures, and integration requirements.
- Configure CRM instances, set up user roles, automation workflows, pipelines, and reporting dashboards.
- Support technical integrations
- Assist clients with data migration, mapping, cleansing, and import/export processes.
- Troubleshoot implementation issues and coordinate with product/engineering teams as needed.
- Build and maintain strong, trust-based relationships with key stakeholders and decision-makers.
- Provide proactive support and product education to ensure customer adoption and satisfaction.
- Conduct business reviews and provide data-driven recommendations to optimize CRM performance.
- Identify opportunities for upselling or expanding client usage through feature adoption or add-on modules.
- Serve as the client's internal advocate, ensuring feedback influences product development and support priorities.
Cross-Functional Collaboration
- Work closely with sales for seamless handoff and expectation setting.
- Collaborate with the product and engineering teams to address technical challenges and feature requests.
- Partner with customer support to document and streamline technical onboarding workflows.
- Contribute to internal documentation, playbooks, and knowledge bases to improve scalability.
Requirements
Qualifications
- Bachelor's degree in Computer Science, Information Systems, or related technical field (or equivalent experience).
- 1 - 3 years of experience in SaaS onboarding, customer success, or technical account management, preferably in CRM or similar platforms.
- Strong understanding of CRM systems, data models, and integration concepts
- Experience configuring and supporting SaaS.
- Proficiency with data tools (Excel, SQL, or ETL tools) and workflow automation tools (Zapier, Make, etc.).
- Exceptional communication and project management skills and able to translate technical details into client-friendly language.
- Comfortable working in a fast-paced environment, managing multiple accounts and onboarding projects simultaneously.
Preferred Skills
- Experience in API-based integrations and data mapping.
- Knowledge of customer lifecycle management metrics (adoption, retention, churn).
- Basic scripting or coding knowledge (e.g., Python, JavaScript) for troubleshooting integrations.
- Familiarity with analytics or BI tools for reporting and performance tracking.
