Product Onboarding Specialist | SaaS Experience

Product Onboarding Specialist | SaaS Experience

Join to apply for the Product Onboarding Specialist | SaaS Experience role at Emapta Global

Product Onboarding Specialist | SaaS Experience

Join to apply for the Product Onboarding Specialist | SaaS Experience role at Emapta Global

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Connecting Top Talent with Leading Companies | Hiring for Sales and Digital Marketing Professionals

Drive Student Success While Keeping Your Work-Life in Check

In the fast-evolving world of edtech, this role lets you support learning institutions while keeping your own life in balance. Log off with peace of mind, knowing your impact lasts beyond office hours.

Job Description

As a Product Onboarding Specialist (SaaS) , you'll be the key contact for clients, helping them unlock the full potential of education technology. You'll guide users through platform adoption, resolve support issues, and ensure ongoing client satisfaction, all while working in a team that values knowledge sharing and continuous improvement.

Job Overview

Employment type: Full-time

Shift: Monday to Friday between 08:00 am and 7:00 pm AEST

Work setup: Onsite, Ortigas

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit )
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Mentorship and exposure to global leaders and teams
• Diverse and supportive work environment

The Qualifications We Seek

• Bachelor's degree in Business, Computer Science, or a related field
• Minimum of 2 years of experience in Customer Success , Account Management , or other client-facing roles
• Proven background in SaaS , enterprise software , or technology support environments
• Demonstrated success in managing client relationships and setting clear expectations
• Strong customer-centric mindset with the ability to build trust and rapport
• Excellent written and verbal communication skills
• Exceptional problem-solving and critical thinking abilities
• Experience working with stakeholders across different organizational levels
• Ability to work independently and collaborate effectively in cross-functional teams
• High learning agility and interest in understanding complex platforms and systems
• Proficient in tools such as Zendesk , Zoom , Microsoft Teams , and other customer support platforms

Your Daily Tasks

Role Summary

• Work closely with clients to drive customer satisfaction, improve user experience, and ensure platform adoption and retention
• Engage with client users and key stakeholders to gather feedback, provide strategic advice, and resolve critical issues
• Identify underutilized accounts using data insights and support clients in improving business outcomes through better platform use
• Support the service desk by responding to support tickets, resolving incidents, and coordinating platform enhancements and customizations

Primary Responsibilities

• Build and maintain strong relationships with client users and key contacts
• Take ownership of customer success and ensure full value delivery from purchased products and services
• Participate in implementation handover meetings to understand project background and customer expectations
• Communicate customer-specific details to the support team for a smooth post-implementation experience
• Act as a liaison during the transition from implementation to operational use of the platform
• Lead regular client meetings to review platform usage, resolve concerns, and share insights
• Coordinate resolution of critical issues and take full ownership until closure
• Conduct platform audits to identify underutilization and provide tailored recommendations
• Represent the customer by sharing feedback and industry trends with product teams
• Identify clients needing support with adoption and prepare tailored action plans
• Recommend new modules, integrations, or features to improve client outcomes and coordinate with Sales for upselling
• Lead or support service improvement initiatives across the organization
• Collaborate with internal teams to promote knowledge sharing and continuous improvement
• Provide weekly progress reports to the Supervisor or Delivery Manager

Secondary Responsibilities

• Respond to overflow support requests via phone, email, and service desk tickets
• Resolve platform-related queries and incidents within established SLAs
• Monitor and manage incoming platform update and enhancement requests
• Maintain accurate and up-to-date customer information in internal systems
• Keep customers informed on support ticket progress and outcomes
• Test and replicate reported software bugs to assist development and QA teams
• Escalate complex issues to team leads or the Service Delivery Manager as needed
• Identify and escalate risks that affect service delivery

About the Client

Our client is one of Australia's leading names in education technology , partnering with over 400 institutions nationwide. With 16 years of experience and a strong market share, they're transforming how education is delivered through tailored, scalable tech solutions. Their mission is rooted in building lasting partnerships that empower educators and enhance student outcomes.

Who Are We

Join a team that values camaraderie, excellence, and growth. Recognized as one of the Top 20 Dream Companies of Filipinos in 2024 , Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. Work with global clients across industries, supported by a stable foundation and like-minded professionals passionate about making an impact. We empower your success with opportunities for personal a

Seniority level

• Seniority level Mid-Senior level

Employment type

• Employment type Full-time

Job function

• Industries Outsourcing and Offshoring Consulting

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