MyOperator
Website:
myoperator.com
Job details:
About MyOperator
MyOperator is a Business AI Operator and category leader that unifies WhatsApp, Calls, and AI-powered chatbots & voice bots into one intelligent business communication platform. Unlike fragmented communication tools, MyOperator combines automation, intelligence, and workflow integration to help businesses run WhatsApp campaigns, manage calls, deploy AI chatbots, and track performance — all from a single no-code platform.
Trusted by 12,000+ brands including Amazon, Domino’s, Apollo, and Razorpay, MyOperator enables faster responses, higher resolution rates, and scalable customer engagement.
Role Overview
We are looking for a Customer Onboarding & Retention Specialist to join our High Value & Growth Group (HVG).
This is a target-driven, client-facing role responsible for two key outcomes: accelerating customer onboarding and mitigating revenue churn across existing accounts.
You will combine customer success, technical onboarding, account health monitoring, and retention efforts to ensure customers are successfully onboarded, actively using the platform, and continue to derive value from MyOperator.
Key Responsibilities
Customer Onboarding & Technical Configuration
- Execute technical setup for new client accounts, including IVR routing, virtual number provisioning, WhatsApp Business API, templates, webhooks, and integrations.
- Conduct live remote onboarding and training sessions covering panel navigation, analytics, reporting, and product workflows.
- Ensure 90%+ of onboarding activities are completed within defined SLA timelines.
- Complete pre-handover quality checklists to ensure accurate configuration before transferring accounts to Account Managers.
- Identify and resolve onboarding-related issues in coordination with internal teams.
Customer Retention & Churn Mitigation
- Monitor account health indicators such as call-volume drops, inactive users, reduced portal logins, and declining product usage.
- Proactively engage at-risk customers through outbound calls and emails to understand concerns and drive reactivation.
- Handle cancellation and downgrade requests with a focus on understanding customer needs and identifying appropriate retention opportunities.
- Conduct churn analysis and exit discussions to identify actionable reasons for cancellations.
- Maintain accurate churn-risk and retention records and track outcomes against defined targets.
CRM & Operational Excellence
- Maintain 100% same-day CRM hygiene for onboarding sessions, customer interactions, retention outcomes, and disposition codes.
- Use Zoho CRM to maintain customer account information, interaction history, and account health updates.
- Capture and track customer feedback through CSAT/NPS and identify recurring customer experience issues.
- Work closely with Account Managers and internal teams to resolve customer escalations within defined SLAs.
- Maintain accurate documentation of customer issues, actions taken, and resolution outcomes.
Key Performance Indicators
- Gross Revenue Retention (GRR) / Churn %: Contribute toward monthly retention targets and minimize revenue churn across the assigned customer cohort.
- Onboarding Completion Rate: Maintain 90%+ onboarding completion within defined SLAs.
- CSAT: Maintain an average onboarding CSAT of 4.5/5 or higher.
- CRM Hygiene: Ensure 100% same-business-day logging of customer interactions and outcomes.
- Account Reactivation: Drive engagement and product adoption across identified at-risk accounts.
Requirements
Must-Have
- 1+ year of hands-on experience in B2B Customer Success, Customer Onboarding, Technical Implementation, or Customer Retention, Renewals within a SaaS environment.
- Proven experience configuring and setting up client accounts or SaaS products.
- Minimum 1 year of operational CRM experience, including logging customer interactions and managing account information/health.
- Strong client-facing communication and stakeholder management skills.
- Native-level fluency in English and Hindi, both verbal and written.
- Comfortable conducting customer training, onboarding sessions, and retention conversations.
- Target-driven mindset with strong ownership of measurable outcomes.
Good to Have
- Experience configuring client panels or SaaS platforms.
- Hands-on experience with WhatsApp Business API, templates, webhooks, IVR, or integrations.
- Experience handling high-volume B2B accounts or accounts with high transaction frequency.
- Familiarity with customer health monitoring, churn analysis, CSAT/NPS, GRR, or NRR.
- Experience working with Zoho CRM or similar CRM platforms.
What You'll Own
- Customer onboarding from setup → training → quality check → handover.
- Identification and mitigation of customer churn risks.
- Customer engagement and reactivation of declining accounts.
- Accurate CRM documentation and customer health tracking.
- Customer feedback and churn insights that can improve product adoption and retention.
What Success Looks Like
- Customers are onboarded quickly, correctly, and within SLA.
- At-risk accounts are identified early and proactive retention actions are taken.
- Customers understand the platform and actively use the products relevant to their business.
- Customer interactions and outcomes are consistently documented.
- The assigned customer cohort maintains strong retention and healthy product engagement
Click on Apply to know more.