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Onboarding Specialist

Amer | عامر · Riyadh, Saudi Arabia

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Department: Customer Success / OperationsReports to: Customer Success Manager / Head of Operations

Location: Saudi Arabia-Riyadh

Employment Type: Full-timeJob SummaryThe Onboarding & Support Specialist is responsible for ensuring a smooth and successful customer journey from initial account activation through onboarding, training, and ongoing product support.The role acts as a key point of contact between customers and internal teams, helping clients understand the platform, configure their accounts, adopt key features, resolve operational issues, and maximize the value they receive from the system.The ideal candidate combines strong communication and customer service skills with the ability to understand SaaS platforms, business processes, and customer requirements.Key ResponsibilitiesCustomer Onboarding: Manage the onboarding process for new customers from account activation to successful go-live.Conduct onboarding and product training sessions for customers and their teams.Understand each customer’s business processes and help configure the platform accordingly.Assist customers with initial setup, including company information, users, roles, permissions, properties, units, contracts, and other relevant data.Follow up on onboarding progress and ensure required steps are completed within the agreed timeline.Maintain onboarding checklists and document customer requirements and progress.Coordinate with Sales, Operations, and Technical teams when additional configuration or integration is required.Training & Product AdoptionDeliver online and in-person training sessions when required.Explain platform modules, features, workflows, and best practices in a clear and practical manner.Help customers adopt relevant features based on their operational needs.Prepare and maintain user guides, FAQs, training materials, and support documentation.Introduce customers to newly released features and enhancements.Identify customers who may require additional training or assistance.Customer SupportReceive and manage customer inquiries through approved support channels.Provide first-line support for functional and operational issues.Troubleshoot issues and determine whether they are related to user configuration, product functionality, or technical defects.Escalate technical issues to the appropriate development or technical team with clear documentation.Follow up on escalated tickets until resolution and keep customers informed of progress.Maintain accurate records of customer requests, incidents, and resolutions.Ensure support requests are handled according to defined SLAs and internal procedures.Customer ExperienceBuild professional relationships with customers and maintain regular communication during onboarding and support.Identify recurring customer issues and recommend improvements to the product or onboarding process.Collect customer feedback and communicate relevant insights to Product and Operations teams.Monitor customer satisfaction and proactively address onboarding or adoption challenges.Support customer retention by ensuring customers are successfully using the platform.Quali</strong>ficationsBachelor’s degree in Business Administration, Information Systems, Information Technology, Computer Science, or a related field.1–3 years of experience in customer support, customer success, onboarding, SaaS, ERP systems, or a similar role is preferred.Experience working with ERP, CRM, property management, or other business software is an advantage.Excellent Arabic communication skills.Good command of English.Strong presentation and customer training skills.Ability to understand business workflows and explain technical concepts to non-technical users.Strong problem-solving and organizational skills.Ability to manage multiple customers, tickets, and onboarding projects simultaneously.Preferred ExperiencePrevious experience with SaaS or ERP platforms.Familiarity with the Saudi real estate sector is an advantage.Knowledge of property management, contracts, invoicing, CRM, or financial workflows is preferred.Experience using ticketing, CRM, or customer success systems.Familiarity with Saudi digital services and integrations such as Ejar, ZATCA, Nafath, and payment systems is an advantage.Key SkillsCustomer Onboarding