Client Onboarding Specialist (BA Support)

Customer Onboarding & Implementation

•      Manage the full onboarding process for new customers, from kick-off to go-live, following established processes and playbooks.

•      Conduct discovery sessions to understand each customer's business requirements, workflows, and technical setup.

•      Provide product demonstrations, training sessions, and hands-on implementation guidance.

•      Configure system settings and assist customers throughout the setup process.

•      Coordinate with Product, Development, Support, and Customer Success teams to ensure smooth implementations.

•      Monitor onboarding progress, proactively flag risks, and resolve blockers before they become issues.

•      Act as the primary point of contact for customers throughout the onboarding and implementation phase, then hand off to the Support team at go-live.

Business Analysis Support

•      Gather, analyze, and document business and functional requirements from customers and internal stakeholders.

•      Create and maintain requirement documents, meeting notes, process flows, and other project documentation.

•      Work closely with Product and Development teams to clarify requirements and validate proposed solutions.

•      Assist in feature validation, user acceptance testing (UAT), and solution verification during implementation.

•      Identify opportunities to improve onboarding processes and product usability based on customer feedback.

Yêu cầu ứng viên

•      Professional working proficiency in English, both written and spoken — you'll be communicating with international clients daily.

•      Strong analytical thinking, logical reasoning, and a customer-centric mindset. Comfortable with process documentation (BRD, FRD, user stories, use case) requirement gathering, basic SQL, and reading API docs, wireframing, etc.

•      Good research, problem-solving, and troubleshooting skills. Able to manage multiple priorities in a fast-paced environment.

•      Comfortable working independently and collaborating across cross-functional teams.

•      Basic understanding of business systems such as CRM, ERP, POS, and eCommerce platforms, and familiarity with SDLC and implementation processes.

•      Comfortable using AI tools to boost productivity — writing docs, summarizing requirements, and researching solutions faster.

•      Comfortable working with overseas clients across different time zones. This role involves evening calls and occasional availability on public holidays or weekends for urgent matters.

Nice to Have

•      Experience in Customer Onboarding, Implementation, Business Analysis, Customer Success, or Technical Support.

•      Exposure to SaaS, POS, eCommerce, ERP, Retail, or Technology solutions.

•      Familiarity with requirement gathering, process mapping, user stories, or software testing.

•      Experience working directly with overseas clients.

•      Familiarity with tools like Jira, Confluence.

Quyền lợi được hưởng

At SmartOSC, we offer the best to your values

●        Attractive salary package: up to 70.000.000 VND

●        Salary review twice a year

●        Flexible working hour

●        Premium health care

●        Working in One of the largest digital transformation agencies – A professional English environment

●        Free English, Japanese, and professional training packages

●        Firm’s Certified Qualifications Sponsorship for career development

●        Annual company trip inside or outside Vietnam

●        Other fun activities: happy hour, quarterly team building, football club, yoga club, swimming club, charity activities, etc.

●        Free entertainment parties: Birthday party, Anniversary party, Sum-up Party, Year-End Party, etc.