Onboarding & Implementation Specialist
SCREEN MAGIC MOBILE MEDIA · Software & Internet
- Pune, India
- On-site
- Posted about 2 months ago
- Customer Service & Support
About the job
Experience: 3-4 years
About the Role
Conversive (SMS Magic) is looking for an Onboarding & Implementation Specialist to join our US delivery team. This is a hands-on customer-facing role responsible for executing implementations, onboarding new customers, and ensuring successful go-lives across the US region.
You'll work directly with customers to understand their requirements, configure the Conversive platform, deliver integrations, and guide them through to production - acting as the primary technical and process owner during the implementation lifecycle.
Key Responsibilities
Execute end-to-end customer onboarding and implementation projects for APAC accounts
Conduct discovery and requirement-gathering sessions with customer stakeholders
Configure and set up the Conversive platform - messaging flows, templates, automations, integrations
Deliver Salesforce-native configurations, integrations, and use-case implementations
Support POC builds, demo setups, and customer testing cycles
Manage go-live activities, hypercare, and post-implementation handover to Customer Success
Maintain project hygiene in Jira - status updates, timelines, blockers, dependencies
Coordinate with Business Analysts, Solution Architects, and Engineering Leads for complex requirements
Document implementation steps, configurations, and customer-specific setups for future reference
Contribute to the team's reusable assets - templates, runbooks, and standard configurations
Required Qualifications
3-5 years of experience in SaaS implementation, customer onboarding, or technical delivery roles
Hands-on experience with Salesforce (Admin certification preferred); strong understanding of Salesforce configuration
Experience working directly with customers - requirement gathering, demos, training, and go-live support
Strong problem-solving skills and ability to translate business requirements into platform configurations
Excellent written and verbal communication skills
Ability to manage multiple concurrent implementations and prioritise effectively
Working hours flexibility to cover US business hours
Preferred Qualifications
Experience with messaging platforms (SMS, WhatsApp, Voice), conversational AI, or chatbot deployments
Familiarity with integration tools, REST APIs, and middleware platforms
Salesforce Advanced Admin or Platform App Builder certification
Experience implementing solutions for customers in US market
Exposure to AI/agentic platforms or voice AI implementations
What You'll Drive
Successful, on-time customer go-lives across US
Standardised implementation patterns and reusable assets
Strong customer relationships and high CSAT during onboarding