Onboarding & Success Consultant

Wati is a rapidly growing CPaaS (Communication Platform as a Service) that offers innovative business messaging solutions for both SMBs and large enterprises. Our mission is to simplify business communication, starting with WhatsApp.

Backed by global investors Sequoia, DST Global, and Tiger Global, we proudly stand as Shopify’s first investment in Asia. Additionally, we’re one of the industry's top Meta BSPs (Business Solution Providers).

We serve 12000+ customers across 100+ countries. As a remote-first company, we prioritize adaptability and inclusivity. Our talented team spans the globe, working collaboratively to drive innovation and empower businesses through WhatsApp.

We are expanding fast and are now seeking to hire an Onboarding & Success Consultant. As an Onboarding & Success Consultant at Wati, you will play a critical role in ensuring a seamless experience for clients from onboarding to ongoing success. You will guide clients through the implementation process, helping them optimize our platform to meet their business goals while also driving product adoption, customer satisfaction, and retention post-onboarding. This is an excellent opportunity for a proactive professional to contribute to Wati’s growth by enhancing customer experience and long-term engagement.

Key Responsibilities:

Onboarding Responsibilities:

• Conduct in-person workshops, webinars, and 1:1 training sessions to educate clients on how to effectively utilize Wati’s products and services.
• Assist clients in configuring and customizing our platform to meet their specific business needs.
• Troubleshoot and resolve onboarding-related challenges, escalating as necessary to ensure a smooth onboarding experience.
• Collaborate with product and engineering teams to stay updated on platform enhancements and relay relevant updates to clients.
• Ensure onboarding-related queries via email and chat channels (WhatsApp, WeChat, etc.) are addressed within the defined SLAs.

Customer Success Responsibilities:

• Act as a trusted advisor for customers, helping them maximize the value of Wati’s platform beyond onboarding.
• Monitor key customer health metrics to proactively identify at-risk accounts and drive retention initiatives.
• Conduct regular check-ins with clients to gather feedback, provide best practices, and recommend features that align with their business objectives.
• Work closely with the sales and support teams to ensure a seamless customer experience and timely resolution of issues.
• Advocate for customers internally by sharing insights with product, marketing, and leadership teams to influence roadmap priorities.
• Assist in the development of customer education resources, including help center articles, video tutorials, and best practice guides.

• 2-4 years of experience in client onboarding, customer success, or account management, preferably in a SaaS or technology company.
• Technical proficiency and experience working with software platforms and integrations.
• Strong problem-solving skills and ability to handle customer escalations effectively.
• Excellent project management skills, with the ability to manage multiple clients and priorities simultaneously.
• Proactive and customer-centric mindset, with a passion for delivering an exceptional customer experience.
• Strong analytical skills to monitor customer usage data and take data-driven actions.
• Exceptional communication and interpersonal skills.
• Proficiency in Cantonese, Mandarin, and English.

Nice-to-Haves:

• Experience in a fast-paced startup environment.
• Familiarity with WhatsApp Business API, CRM tools, and automation platforms.
• Previous experience handling customer renewals and expansion strategies.

Why Join Us?

• Be part of a rapidly growing SaaS company that is revolutionizing business communication.
• Work with a dynamic and diverse team in an exciting, fast-paced environment.
• Opportunity for career growth and development within a global organization.
• Competitive compensation and benefits package.

If you are a dedicated customer advocate passionate about helping businesses succeed, we invite you to apply for the Onboarding & Success Consultant role at Wati!