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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!

Average salary estimate

$70000 / YEARLY (est.)
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$60000K
$80000K

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What You Should Know About Onboarding & Success Consultant, WATI.io

Join the vibrant team at Wati as an Onboarding & Success Consultant, where you'll be at the forefront of enhancing customer satisfaction and engagement in our innovative CPaaS environment! Wati is all about simplifying business communication, particularly through WhatsApp, and with backing from top global investors like Sequoia and Tiger Global, we are growing rapidly across 100+ countries with over 12,000 customers. In this role, you will conduct engaging in-person workshops and webinars, ensuring that clients are not just onboarded but empowered to thrive with our platform. Your guidance will help customers tailor their experience and overcome challenges. You'll collaborate closely with our talented product and engineering teams to keep clients informed about platform updates. As their trusted advisor, you will monitor customer health metrics, conduct regular check-ins, and advocate for their needs within the company. This position is for a proactive individual who loves connecting with clients and has a knack for solving problems. If you have 2-4 years of experience in client onboarding or customer success, are technically savvy, and can handle multiple priorities with finesse, we want you! By joining Wati, you will be a key player in revolutionizing business communication while enjoying a competitive compensation package and plenty of growth opportunities. Let's connect and take the client experience to the next level together!

Frequently Asked Questions (FAQs) for Onboarding & Success Consultant Role at WATI.io
What are the responsibilities of the Onboarding & Success Consultant at Wati?

As the Onboarding & Success Consultant at Wati, your primary responsibilities will include conducting workshops and training sessions to educate clients on our platform, customizing their onboarding experience, monitoring customer health metrics, and advocating for clients' needs within the organization. You'll play a vital role in ensuring that clients not only onboard effectively but also continue to derive value from Wati's services.

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What qualifications are required for the Onboarding & Success Consultant position at Wati?

Candidates applying for the Onboarding & Success Consultant role at Wati should possess 2-4 years of experience in client onboarding or customer success, particularly within a SaaS or technology context. A strong technical proficiency with software platforms, exceptional communication skills, and the ability to manage multiple priorities are essential. Proficiency in Cantonese, Mandarin, and English is also required.

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How does Wati support customer success post-onboarding?

At Wati, ensuring ongoing customer success is a priority. After onboarding, the Onboarding & Success Consultant will conduct regular check-ins, monitor key metrics, provide best practices to clients, and assist with feature recommendations to align with their business goals. This proactive approach helps in driving customer satisfaction and retention.

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What tools or technologies should I be familiar with for the Onboarding & Success Consultant role at Wati?

For the Onboarding & Success Consultant position at Wati, familiarity with WhatsApp Business API, CRM tools, and automation platforms will be beneficial. Technical aptitude with software platforms and integrations is crucial to effectively assist clients and troubleshoot any challenges they may encounter.

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What growth opportunities can I expect as an Onboarding & Success Consultant at Wati?

Working as an Onboarding & Success Consultant at Wati offers numerous growth opportunities within a rapidly expanding global organization. You will have the chance to develop your skills in customer advocacy, project management, and technical implementation, paving the way for potential advancement into senior roles within customer success or related fields.

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Common Interview Questions for Onboarding & Success Consultant
How would you approach onboarding a new client at Wati?

To effectively onboard a new client at Wati, I would first engage them with a personalized introduction to our platform, ensuring I understand their specific business needs. I would then conduct informative training sessions, offer tailored resources, and establish a feedback loop for continuous improvement, thus ensuring a smooth transition to utilizing our services.

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What strategies would you use to ensure customer retention after onboarding?

To enhance customer retention, I would implement a strategy focused on regular check-ins, proactive monitoring of customer health metrics, and providing value-driven advice. Establishing strong relationships and being responsive to feedback are key components in ensuring continued engagement and satisfaction.

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Can you give an example of a time you successfully solved a customer challenge?

Certainly! In a previous role, I encountered a client struggling to integrate our platform with their existing systems. I organized a dedicated workshop, addressed their specific concerns, and worked directly with our technical team to provide tailored solutions. This hands-on approach not only resolved the issue but also strengthened our relationship with the client.

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How do you prioritize client requests when managing multiple accounts?

When managing multiple accounts, I prioritize client requests based on urgency and impact. I use a project management tool to track tasks and commitments, ensuring that I communicate transparently with clients about timelines. Regularly assessing each account's needs helps me allocate my resources effectively.

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What do you believe is the key to providing exceptional customer service?

The key to providing exceptional customer service lies in genuine empathy and active listening. By understanding the unique challenges and goals of each customer, I can tailor my responses and advice, ensuring they feel valued and supported throughout their journey with our platform.

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How would you handle a customer escalation issue?

In handling a customer escalation, I would first listen carefully to the customer's concerns, acknowledging their feelings. Then, I would calmly assess the situation, involve the appropriate team for resolution, and ensure consistent communication with the customer throughout the process until the issue is resolved.

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Describe your experience with technical troubleshooting.

In my prior roles, I have frequently engaged in technical troubleshooting by diagnosing issues through detailed analysis and client discussions. My approach typically involves documenting the problem, utilizing available resources, collaborating with technical teams, and providing follow-ups to ensure full resolution.

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What metrics do you consider important for monitoring customer success?

Key metrics I monitor for customer success include customer satisfaction scores, usage metrics, renewal rates, and engagement levels. By evaluating these indicators, I can identify trends, potential risks, and areas for improvement in the customer experience.

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How do you keep updated on platform enhancements to advise clients effectively?

To stay updated on platform enhancements, I regularly collaborate with product and engineering teams, participate in internal training sessions, and review release notes. This ensures I am well-informed, enabling me to convey relevant updates and empower clients effectively.

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What do you find most rewarding about working in customer success?

The most rewarding aspect of working in customer success is witnessing the positive impact of our solutions on clients’ businesses. Knowing that I have played a role in helping them achieve their goals provides immense satisfaction and motivates me to continuously deliver a high-quality customer experience.

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WATI is an early-stage, fast-growing SaaS platform that is revolutionizing how businesses communicate with their customers. We believe customer relationships are built through conversations, one message at a time. Through our cutting-edge customer...

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Full-time, remote
DATE POSTED
March 15, 2025

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