Customer Onboarding / Implementation Specialist (SaaS)

RepairDesk is a modern repair shop management software with 40+ powerful integrations and modules. The software is customisable to meet the workflows of single-store, multi-store, and franchise repair businesses in various industry verticals. Available in 30+ languages, RepairDesk is trusted by over 3,000 businesses globally, helping them save time, manage inventory, and run profitable repair stores.TasksWe are looking for a detail-oriented and proactive Customer Onboarding / Implementation Specialist to ensure new clients experience a smooth and successful onboarding journey with RepairDesk.Key Responsibilities:Lead the end-to-end onboarding of new clients, ensuring proper setup of their RepairDesk account, including tickets, inventory, products, and pricing.Configure and implement AI Receptionist and RepairDesk Connect, including call flow configuration, automation setup, system integrations, and workflow customization to align with each merchant’s business model.Troubleshoot integration issues and liaise with the technical team to resolve client queries.Conduct live demos, training sessions, and onboarding calls/personalized sessions to ensure merchants fully understand and adopt RepairDesk and its add-ons.Manage onboarding timelines, track progress, and ensure successful go-live within defined SLAs.Create and maintain onboarding guides, process documentation, and best practice materials for clients.Work closely with TSMs & CSMs to identify potential roadblocks and ensure clients achieve their business goals using RepairDesk.Collect client feedback during onboarding to inform product improvements and enhance user experience.RequirementsQualification:Bachelor’s degree in CS/SE/IT or a related field (or equivalent practical experience).Experience:1–3 years in SaaS onboarding, customer success, implementation, or related roles. Experience with B2B SaaS platforms is preferred.Experience working with US or international markets is a strong plus.Familiarity with CRM and communication tools.Exposure to Customer Success or Account Management models is preferred.Prior exposure to Customer Success processes.Skills:Comfortable with software setup, integrations, and basic troubleshooting. Knowledge of POS systems or repair management tools is a plus.Excellent written and verbal communication skills to effectively guide clients through complex workflows.Passionate about delivering an outstanding client experience and ensuring adoption of the platform.Ability to manage multiple onboarding projects simultaneously and meet deadlines.Excellent verbal and written English communication.Strong analytical and problem-solving abilities with attention to detail.Data-driven mindset to identify growth opportunities.Shift Time: 7 pm to 4 am (Pakistan Time)Onsite (Monday to Friday)Location: Jeff Heights, Gulberg III (Lahore)BenefitsHealth Insurance (IPD)- Self, Spouse & ChildrenMaternity & Paternity BenefitsProvident FundPaid Leaves (Casual, Medical & Annual)Profit/Stocks Sharing Plan (Tenured Employees)