Customer Onboarding Executive

About This Role

Job Title: Customer Onboarding Executive

Location: KEZAD (Abu Dhabi), Hybrid

Position Overview:

We are looking for a proactive and customer-focused Customer Onboarding Executive to join our growing team. This role will be responsible for ensuring a seamless onboarding experience for new customers, helping them successfully adopt and utilize our platform from the beginning.

The ideal candidate should have 3–4 years of experience in customer onboarding, implementation, customer success, or account management, preferably within a SaaS environment. The candidate should be comfortable managing multiple accounts, coordinating with internal teams, and ensuring a positive customer experience throughout the onboarding lifecycle.

Key Responsibilities:

1. Customer Onboarding:

• Manage the end-to-end onboarding process for new customers
• Conduct onboarding calls, product walkthroughs, and training sessions
• Ensure customers are set up successfully and understand the platform features and functionality
• Guide customers through account configuration, integrations, and implementation steps

2. Customer Relationship Management:

• Act as the primary point of contact during the onboarding phase
• Build strong relationships with customers and understand their business requirements
• Ensure a smooth transition from sales to onboarding and then to customer success/account management teams
• Address customer concerns proactively and ensure a positive onboarding experience

3. Product Adoption & Training:

• Help customers understand platform capabilities and best practices
• Identify adoption barriers and provide solutions to improve engagement
• Share product updates, feature releases, and usage recommendations with customers

4. Reporting & Process Improvement:

• Maintain accurate onboarding records and status updates in CRM systems
• Track onboarding progress, timelines, and customer feedback
• Suggest improvements to onboarding processes, customer communication, and product usability

Candidate ProfileExperience:

• 3–4 years of relevant experience in:
• Customer onboarding
• Customer success
• Account management
• SaaS implementation or support roles
• Prior experience in a SaaS company is strongly preferred

Skills & Competencies:

• Strong communication and interpersonal skills
• Excellent presentation and training abilities
• Ability to manage multiple customers and priorities simultaneously
• Strong problem-solving and stakeholder management skills
• High attention to detail and process orientation

Technical Skills:

• CRM tools (HubSpot, Salesforce, Zoho, etc.)
• Customer support / ticketing systems
• SaaS onboarding workflows and implementation processes
• Comfortable working with product dashboards, reporting tools, and customer data

Personal Attributes:

• Customer-centric mindset
• Positive and solution-oriented attitude
• Organized and proactive
• Comfortable working in a fast-paced environment
• Ability to build trust and rapport with customers

KPIs / Success Metrics:

• Onboarding completion rate
• Customer satisfaction (CSAT)
• Time-to-value for new customers
• Product adoption rate
• Retention during initial customer lifecycle

Job Type: Permanent

Pay: AED4,500.00 - AED6,500.00 per month

Work Location: In person