Customer Onboarding Manager

Within 1 month

• You should have built a strong understanding of the laundry/dry cleaning domain, the QDC product, and the onboarding processes we follow. You will shadow multiple onboarding journeys and participate in at least 3 onboarding cycles through a buddy system.
• You should spend time at a live laundry store to understand real operational workflows and challenges. You will also spend time with the technical support team to understand common issues and resolutions.
• You are expected to build strong internal relationships by interacting with cross-functional teams and understanding how different functions work together.

Within 3 months

• You should be able to manage onboarding for assigned customers with minimal support, aligned with defined service level expectations based on customer type.
• You will be responsible for ensuring customers complete setup and start using the platform. You should be able to handle most product-related queries independently and drive customers toward achieving initial usage milestones.
• You should start tracking onboarding progress, customer interactions, and key milestones using internal tools and systems.

Within 6 months

• You should be independently managing end-to-end onboarding for customers, ensuring timely completion and consistent achievement of go-live targets.
• You are expected to identify bottlenecks in the onboarding journey and actively contribute to improving processes, playbooks, and onboarding efficiency.
• You will collaborate closely with Product, Engineering, Sales, and Support teams to address recurring challenges and improve overall customer experience.

Within 12 months

• You should be consistently delivering strong onboarding outcomes, including improved time to go-live and higher activation rates.
• You will own onboarding performance metrics and present insights and improvements to the team.
• You will actively contribute to hiring, mentoring, and training new team members, helping scale the onboarding function.
• You may take ownership of initiatives or lead a small team to drive onboarding excellence and continuous improvement across the organization.

What does an ideal candidate look like?

• You have 2+ years of experience in a customer-facing role such as Implementation, Onboarding, Customer Success, Account Management, Sales, or Corporate Training, with a strong track record of driving outcomes, not just handling interactions.
• You demonstrate strong problem-solving ability and are comfortable dealing with ambiguity, taking ownership to identify issues and drive them to resolution without constant guidance.
• You are able to quickly understand a software product, its workflows, and real-world use cases, and can confidently translate business requirements into practical system usage.
• You are highly execution-driven and comfortable pushing customers when required, ensuring progress is maintained and timelines are not compromised.
• You possess strong communication skills, with the ability to explain complex concepts in simple, structured, and easy-to-understand language across different types of customers.
• You are organized and process-oriented, capable of managing multiple onboarding projects simultaneously while tracking progress, milestones, and follow-ups effectively.
• You think in terms of metrics and outcomes, focusing on time to go-live, adoption levels, and customer activation rather than just task completion.
• You are coachable, adaptable, and continuously seek to improve both your product knowledge and onboarding processes.
• You are open to working in US shift timings in the future as required.