AiSensy - Operations Manager - Customer Onboarding (4-6 yrs)

About AiSensy:

AiSensy is a leading WhatsApp-based Marketing & Engagement platform, helping businesses scale their customer communication and drive substantial revenue growth.

We work with top brands, enabling them to harness the power of WhatsApp Business API for marketing, sales, and customer engagement.

As we continue to grow, we're looking for an Operations Manager - Customer Onboarding who will play a key role in ensuring a seamless and efficient onboarding experience for our customers.

Role Overview:

- As the Operations Manager - Customer Onboarding, you will be responsible for streamlining, optimizing, and managing the entire customer onboarding process.

- You will work closely with cross-functional teams to ensure new clients are onboarded efficiently, educated on the platform, and set up for long-term success with AiSensy.

- This role is ideal for someone with strong operational experience, excellent communication skills, and a customer-first mindset.

Key Responsibilities:

Customer Onboarding & Implementation:

- Oversee and optimize the end-to-end onboarding process to ensure customers experience a smooth transition to AiSensy.

- Develop structured onboarding playbooks and best practices to ensure consistent execution.

- Collaborate with the Sales, Product, and Customer Success teams to ensure all onboarding steps align with customer expectations.

- Ensure all onboarding activities are completed within the agreed timelines and SLAs.

Operational Excellence & Process Improvement:

- Continuously analyze and identify inefficiencies in the onboarding workflow, implementing improvements to enhance speed and quality.

- Develop SOPs, templates, and automation workflows to scale onboarding operations efficiently.

- Leverage CRM & onboarding tools (HubSpot, Salesforce, or similar) to track and manage the customer journey effectively.

Customer Training & Enablement:

- Coordinate and conduct training sessions, webinars, and demos to educate customers on AiSensy's platform and features.

- Create and maintain a knowledge base, FAQs, and tutorial guides to enhance customer self-sufficiency.

- Data-Driven Decision Making.

- Track and analyze key onboarding metrics such as time-to-activation, churn during onboarding, and customer engagement levels.

- Generate reports and insights to improve onboarding effectiveness and enhance the customer experience.

Stakeholder Collaboration & Team Management:

- Work closely with Sales, Product, and Customer Success teams to align onboarding strategies with business goals.

- Lead, mentor, and manage a team of onboarding specialists to ensure high-quality service and operational efficiency.

- Identify and implement tools and technologies to automate and streamline onboarding processes.

Key Qualifications:

Experience:

- 4+ years of experience in customer onboarding, operations, or implementation roles (preferably in a SaaS, B2B, or technology-driven company).

- Proven track record of scaling customer onboarding operations and implementing process improvements.

Technical & Analytical Skills:

- Experience with CRM, onboarding, and automation tools (e.g., HubSpot, Salesforce, Zendesk, Gainsight).

- Strong data-driven mindset with expertise in analyzing customer journey metrics and improving operational workflows.

- Understanding of API-based SaaS products or WhatsApp Business API is a plus.

Soft Skills:

- Exceptional communication & presentation skills to effectively educate and engage with customers.

- Ability to multitask and manage multiple onboarding projects while maintaining a high level of attention to detail.

- Strong problem-solving skills with a customer-first approach to issue resolution.

Why Join AiSensy?

- Be a part of a fast-growing startup that's transforming how businesses communicate via WhatsApp.

- Own and optimize a critical business function with high impact on customer success.

- Work closely with leadership and drive strategic onboarding initiatives.

- Dynamic & collaborative work environment with opportunities for professional growth.

- If you are passionate about delivering world-class onboarding experiences and thrive in a high-growth SaaS environment, we'd love to hear from you!.

Apply now!.