Client Onboarding Specialist

• Manage the end-to-end customer onboarding process, from subscription activation to successful implementation and product adoption.
• Conduct customer kickoff and discovery meetings to understand business requirements, target markets, and expected outcomes.
• Configure customer accounts, workspaces, user access, and relevant product settings.
• Set up AI SDR agents, prospecting strategies, email sequences, follow-up workflows, and campaign configurations.
• Assist customers with Ideal Customer Profile (ICP) definition, prospect segmentation, lead qualification, and target account identification.
• Configure AI agents, prompts, instructions, and automated workflows using 27x.ai Agent Studio.
• Coordinate integrations with supported CRM platforms, email accounts, calendars, APIs, and other business applications.
• Conduct product demonstrations, onboarding sessions, and customer training on AI SDR, Agent Studio, campaign management, and reporting.
• Monitor campaign performance, product adoption, customer engagement, and implementation progress, recommending improvements where necessary.
• Manage customer accounts and serve as the primary point of contact for queries, follow-ups, implementation updates, and escalations.
• Troubleshoot routine product configuration, campaign setup, workflow, and integration issues, coordinating with Product and Engineering teams when required.
• Build strong customer relationships, identify retention risks, support renewals, and identify upselling and cross-selling opportunities.
• Lead and mentor existing onboarding team members, allocate customer accounts, assign tasks, and monitor team productivity.
• Develop and maintain onboarding SOPs, implementation checklists, training materials, escalation procedures, and customer documentation.
• Track onboarding timelines, customer satisfaction, account health, issue resolution, and team performance through regular reports.
• Collaborate with Sales, Presales, Marketing, Product, Engineering, and Customer Support teams to ensure effective customer implementation and service delivery.
• Ensure compliance with company policies on data protection, information security, customer confidentiality, and responsible AI usage.
• Identify opportunities to improve onboarding efficiency, customer experience, product adoption, and overall operational performance.

Requirements

• Bachelor's degree in Business Administration, Marketing, Information Technology, Computer Science, or a related discipline.
• 5-10 years of experience in SaaS onboarding, customer success, account management, implementation, or technical customer support.
• Prior experience managing, mentoring, or coordinating team members is strongly preferred.
• Strong understanding of B2B sales processes, outbound prospecting, lead generation, and CRM workflows.
• Familiarity with AI tools, AI agents, prompt engineering, and workflow automation.
• Working knowledge of CRM platforms such as HubSpot, Salesforce, Zoho CRM, or equivalent.
• Understanding of campaign configuration, email deliverability, and application integrations.
• Ability to troubleshoot routine technical issues and communicate technical concepts clearly to non-technical customers.
• Excellent verbal and written English communication skills.
• Strong customer relationship management, presentation, problem-solving, and organizational skills.
• Ability to manage multiple customer accounts, prioritize competing requirements, and meet deadlines.
• Experience developing SOPs, onboarding processes, customer documentation, and performance reports.
• Strong ownership, leadership, accountability, and a customer-first mindset.

Preferred Qualifications

• Experience with AI SDR platforms, sales engagement tools, marketing automation, or AI agent platforms.
• Familiarity with no-code or low-code automation, APIs, webhooks, and workflow design.
• Knowledge of SPF, DKIM, DMARC, and responsible outbound email practices.
• Experience with customer retention, renewals, account health monitoring, and churn prevention.
• Familiarity with GDPR, data protection, and responsible B2B outreach practices.
• Experience supporting international B2B SaaS customers across the UK, US, Europe, or other global markets.

Key Performance Expectations

• Timely and successful customer onboarding and implementation.
• Effective configuration and deployment of AI SDR campaigns and AI agents.
• Improved customer adoption, engagement, and satisfaction.
• Timely resolution and escalation of customer issues.
• Strong customer retention and identification of account growth opportunities.
• Effective onboarding team management, productivity, and delivery quality.
• Consistent documentation, SOP compliance, and process improvement.
• Overall Objective: To build and manage a structured, scalable onboarding and account management function for 27x.ai, ensuring faster customer implementation, effective AI adoption, improved customer retention, and consistent team performance.