Credgenics is India's leading SaaS-based debt collection platform. Our platform helps banks, non-banking finance companies, FinTech, and ARC’s worldwide digitise and automate their collection processes, helping them improve recovery rates, decrease time to collect, and increase the efficiency of their collection spends.

We at Credgenics understand that achieving growth requires a culture of constant motion: exploring new technologies, being ready to handle any challenge at a moment's notice, mastering consistency in an ever-changing world—that's what it takes to get there. If that's something you want to be a part of, apply today!

We are seeking a strategic, experienced professional to lead our Onboarding and Implementation team. This role will be critical in ensuring smooth end-to-end customer onboarding, driving successful implementation of our solutions, and delivering impactful training to our clients. As a member of this team, you’ll have the opportunity to shape processes, set standards, and build a team to support our growing customer base.

What you’ll be doing:

• Team Setup: Establish the onboarding and implementation function, including designing processes, building tools, and hiring team members as the function scales.
• Customer Onboarding: Lead end-to-end onboarding of new clients, ensuring a seamless and positive start to their journey with Credgenics.
• Implementation Management: Oversee the deployment and configuration of Credgenics' solutions, coordinating closely with cross-functional teams to ensure timelines, quality, and customer requirements are met.
• Training & Enablement: Develop comprehensive training programs for new customers, ensuring they are well-equipped to utilize our platform to its full potential.
• Process Optimization: Design and implement best practices for onboarding and training to optimize the customer journey, ensuring high satisfaction and low churn.
• Cross-functional Collaboration: Work closely with Product, Customer Success, and Engineering teams to ensure customer feedback is incorporated into our product roadmap and that customer issues are resolved promptly.
• Performance Metrics: Define and track key performance indicators (KPIs) related to onboarding time, customer satisfaction, training completion rates, and implementation success, continuously improving processes based on metrics and feedback.
• Learning & Development for Internal Employees: Be the inhouse product experts and support the learning and development needs of internal employees, ensuring they are proficient in the tools and solutions we provide.

What we’re looking for:

• Experience: 5-8 years of experience in onboarding, implementation, or customer success roles, ideally in a B2B SaaS or technology-driven environment
• Technical Aptitude: Ability to understand and communicate technical aspects of the platform to customers and internal teams, ensuring alignment between their needs and our solutions.
• Customer-Centric Mindset: Strong customer orientation with a demonstrated ability to foster relationships and drive engagement.
• Project Management Skills: Proven experience managing complex, cross-functional projects, with strong attention to detail and time management skills.
• Leadership Skills: Ability to recruit, lead, and mentor a high-performing team in a fast-paced, evolving environment.
• Analytical and Problem-Solving Abilities: Ability to analyze customer needs, foresee potential challenges, and proactively develop solutions.
• Communication Skills: Excellent verbal and written communication skills, with an ability to effectively present to stakeholders and executive-level clients.
• Learning & Development Expertise: Proven experience in designing and developing training content, especially around technical or product knowledge, for internal teams.

Preferred Qualifications:

• Experience in the BFSI sector or working on SaaS platforms for the financial services industry
• Prior experience setting up an onboarding or implementation team from scratch.

What’s in it for you?

At Credgenics we know that people are the heart of the business, and we prioritise their welfare. We offer a wide range of competitive benefits in areas including health, family, convenience, growth, and relocation.

We believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to anything that makes you who you are - your gender, race, sexuality, religion, or a secret aversion to coriander. All you need is passion and a desire to be part of one of the fastest-growing startups in an incredibly exciting space.