Key Responsibilities

• Coordinate and manage the end-to-end onboarding process for new clients, ensuring all technical and operational requirements are met for a smooth transition.
• Serve as the primary point of contact for clients during onboarding, providing clear communication, guidance, and timely updates throughout the process.
• Collaborate closely with sales, product, and customer success teams to gather client requirements, configure solutions, and tailor onboarding plans to specific client needs.
• Conduct comprehensive product walkthroughs, training sessions, and knowledge transfer workshops to empower clients and their teams to use the platform effectively.
• Troubleshoot and resolve onboarding issues, escalating complex technical challenges to the appropriate internal teams while maintaining accountability for client outcomes.
• Develop and maintain detailed onboarding documentation, checklists, and best practices to ensure consistency and continuous improvement in the onboarding process.
• Monitor client progress and engagement metrics during the onboarding phase, proactively identifying risks and opportunities to enhance client experience.
• Gather client feedback and relay insights to product and development teams to inform future enhancements and address recurring pain points.
• Ensure all client data integrations, user access configurations, and platform customizations are completed accurately and on schedule.
• Support the transition of clients from onboarding to ongoing customer success management, ensuring a seamless handoff and continuity of service.

Required Experience & Skills

• Demonstrated experience in client onboarding, implementation, or customer success roles, preferably within SaaS, PropTech, or real estate technology environments.
• Strong project management skills, including the ability to manage multiple onboarding projects simultaneously, prioritize tasks, and meet deadlines in a fast-paced setting.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical stakeholders and build rapport with diverse client profiles.
• Proficiency in conducting virtual training sessions, product demonstrations, and user workshops using modern collaboration tools (e.g., Zoom, Microsoft Teams, Google Meet).
• Solid understanding of cloud-based platforms, data integration processes, and user access management.
• Analytical mindset with the ability to interpret onboarding metrics, identify trends, and recommend process improvements.
• Experience working in remote, cross-functional teams and collaborating across time zones.
• Familiarity with CRM systems (such as Salesforce or HubSpot) and onboarding/project management tools (such as Asana, Trello, or Monday.com).
• Strong problem-solving skills, resourcefulness, and a proactive approach to addressing client needs and challenges.

Qualifications

• Bachelor’s degree in Business, Information Technology, Real Estate, or a related field is preferred.
• Professional certifications in project management (e.g., PMP, PRINCE2) or customer success (e.g., CCSM) are advantageous.
• Prior experience in PropTech, SaaS, or real estate technology sectors is highly desirable.
• Fluency in English is required; additional language skills relevant to the MENA region are a plus.

Tools & Technologies

• PropTech platforms and real estate management software
• CRM systems: Salesforce, HubSpot, or similar
• Project management tools: Asana, Trello, Monday.com
• Communication and collaboration tools: Zoom, Microsoft Teams, Google Meet, Slack
• Data integration tools and APIs
• Documentation platforms: Confluence, Notion, Google Workspace

This role offers the opportunity to make a significant impact on client satisfaction and long-term retention in the rapidly evolving PropTech industry. The Implementation and Onboarding Specialist will play a key role in shaping the client experience, driving product adoption, and contributing to the ongoing success of both clients and the organization. The position provides exposure to cutting-edge real estate technology and the chance to work with a diverse, global client base in a flexible remote environment.

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