Job description
About the Opportunity
Small businesses are the backbone of our economy. Today, more than ever, these businesses are struggling to survive and grow. Our mission is to help small businesses succeed, improve their lives, and create more efficient businesses. We automate accounting so business owners and their accountants can spend more time growing and less time dealing with operational hassles. Our SaaS platform automates accounting needs for thousands of online businesses (e-commerce, retail, etc.). If you’re passionate about solving real-world problems and lending a hand to the small business communities trying to survive in an ever-changing digital world, join us!
At Webgility, we value strong, positive relationships within our teams, our customer base, business partners, and our communities. The ideal candidate will demonstrate a passion for customers and technology, but also be a strong communicator willing to collaborate. We are looking for someone comfortable in fast-paced environments with competing priorities, excited by collaboration, and driven to solve problems for small businesses!
As an Implementation Manager at Webgility, your role is pivotal because you are the bridge that helps our customers get started and get the most out of our products. You’ll be right there with our customers, learning what makes their needs unique. You’ll be their trusted advisor as you walk them through the process of getting started with us. In this role, you won’t solely assist customers; you’ll play a crucial role in advancing the growth of Webgility as a whole. Your dedication to ensuring our customers succeed will be at the heart of your impact.
Why Work for Us
Our fast-paced group thrives on innovation and collaboration that drives customer impact. Webgility prides itself on empowering people, helping them learn, and offering tools for professional growth. Want to join a diverse group of thinkers and collaborators in a contagiously fun culture?
In This Role, You Will
- Lead customer onboarding, ensuring successful product setup.
- Provide a consistent experience across all customers, making them successful with Webgility.
- Offer a consultative approach, providing adequate knowledge transfer to customer success.
- Drive product usage and adoption among the customers onboarded for the first 90 days.
- Address customer inquiries, concerns, and issues promptly to maintain high customer satisfaction.
- Gather customer feedback and relay it to the relevant teams to drive product improvements, including raising tickets for bug fixes and handling feature/customization requests.
- Maintain records of onboarding activities and regularly update the CRM (HubSpot).
- Contribute to customer retention by ensuring their success and satisfaction.
What You Bring to the Table
- 3-5 years of experience in an Onboarding/implementation role with a strong technical understanding of SaaS.
- Excellent communication and writing skills to effectively convey information to customers and create clear documentation.
- Customer-centric approach with a strong sense of responsibility for ensuring customer satisfaction.
- Self-driven and quick learning approach, someone who can adapt to new technologies and processes rapidly.
- Ability to multitask, prioritize, and manage time effectively.
- Problem-solving skills to address customer issues and find solutions proactively.
- Tech-savvy with the ability to understand and explain complex software concepts to a layman.
Good to have, but not mandatory
- SaaS experience
- Fundamental accounting principles
- eCommerce platform knowledge
- Hubspot - basics & navigation
Top benefits or perks:
As a team member at Webgility, you’ll enjoy:
- Work-Life Integration: We fully support Remote Working, paid time off, parental leaves to allow our employees flexibility in an ever-evolving work culture
- On-the-Job Training & Development: We encourage learning and growth through access to multiple 1:1 sessions, learning platforms, and on-the-job training
- Health & Wellness: Prioritizing employee well-being, we offer annual wellness sessions plus wellness time offs, unlimited access to a gaming room and a well-equipped fitness center
- Hardware & Internet: Remote employees get the hardware delivered straight to their doorstep. They are also eligible for reimbursement of the internet services.
- Family Insurance: Group health insurance with the no-capping model that covers employees, spouses, and children
- Rewarding Culture: We honor our employees’ accomplishments through thoughtful recognition programs, annual employee awards, annual meet-ups, and celebrate even the smallest of wins
- Open-Door Policy: Approachable management, monthly town halls to openly share ideas, transparent feedback mechanism, and leadership visibility are our success pillars
Location:
This position is 100% remote in India, and a reliable internet connection is necessary to complete job duties. This position will require working a full night shift, and the candidate will be required to visit the Indore Office once every quarter.
Compensation:
CTC - INR 7.00 LPA to INR 15.00 LPA (80⁄20 split – 80% fixed, 20% performance-based variable paid out quarterly; final offer will depend on experience and fit).
