Merchant Onboarding Specialist - SaaS

About the Client:

Our client is a fast-growing SaaS-based organization that empowers D2C and eCommerce brands. They work with high-growth consumer brands to enhance customer engagement through seamless integrations and smart automation tools.

Location: Gurgaon (Work from Office)

Work Mode: 5 Days Working - US Shift

About the Role:

We're seeking a Merchant Onboarding Specialist to own the post-sales journey for new D2C clients. The role focuses on driving smooth onboarding, setup, and go-live processes - ensuring every merchant's transition to the platform is efficient, transparent, and successful.

Key Responsibilities:

- Serve as the primary point of contact for new merchants after the sales handoff.

- Conduct onboarding and discovery calls to capture brand goals, setup needs, and project timelines.

- Coordinate with internal teams (Tech, Product, Migration, and Success) to ensure timely setup and data migration.

- Define and manage project milestones, dependencies, and progress trackers to meet go-live commitments.

- Maintain proactive communication with merchants, resolving blockers and managing expectations with empathy.

- Deliver a well-documented and smooth transition to the Customer Success team post go-live.

Ideal Candidate Profile:

- 2-4 years of experience in SaaS onboarding, customer success, or implementation/project delivery roles.

- Excellent project management, multitasking, and coordination skills.

- Proficient in tools like Salesforce, Google Sheets, and Slack.

- Prior exposure to D2C or eCommerce platforms (Shopify ecosystem) is preferred.