Client Onboarding & Product Specialist (SMB)

About the role

We are seeking a proactive, customer‑focused professional to manage the onboarding and adoption journey of new SMB clients at Paytm. The role involves conducting product demos, guiding clients through WhatsApp Marketing integrations, and ensuring smooth activation of Paytm’s solutions.

Key responsibilities

• Lead new clients through a structured onboarding process, ensuring successful product setup and activation.
• Conduct product demos, tours, and personalized training sessions.
• Guide clients in WhatsApp Marketing integrations, campaign setup, and related functionalities.
• Act as the primary point of contact during onboarding, troubleshooting setup‑related queries.
• Monitor client adoption, identify opportunities to improve product usage and engagement.
• Collaborate with Sales, Customer Support, and Product teams to resolve issues and share feedback.
• Track onboarding progress, client requirements, and issue resolution while adhering to SLAs.
• Identify recurring challenges and work with internal teams to enhance processes and product experience.

Required profile

• 1+ years of experience in Customer Success, Client Onboarding, SaaS, Product Support, or Account Management.
• Experience with digital marketing, WhatsApp Business, CRM, or SaaS platforms is a plus.
• Strong communication, problem‑solving, and stakeholder‑management abilities.