About the role
The Basics:
- Experience: 2 to 10 years
- Early joiners preferred.
- Onboarding & Implementation
- Own end-to-end client onboarding — from contract closure to first bill generation and successful product adoption.
- Understand client business requirements and configure, customize and integrate ZoTok within their existing systems.
- Manage technical project delivery including timelines, milestones and go-live planning.
- Work with integration tools including Postman, APIs and ERP connectors to ensure seamless setup.
- Account Management & Revenue
- Act as the primary point of contact for assigned accounts — building strong, long-lasting relationships with decision-makers.
- Monitor account health scores, product usage and adoption metrics using Odoo and internal CRM tools.
- Identify upsell and cross-sell opportunities post-onboarding and drive revenue expansion.
- Own and manage revenue responsibility for assigned accounts — retention and growth are your KPIs.
- Sell 'Done-for-You' models where you directly drive business outcomes for clients using ZoTok.
- Technical & Product
- Conduct product demonstrations tailored to client-specific needs and industry workflows.
- Perform QA and UAT validation during implementation to ensure product is configured correctly.
- Gather and document client requirements using BA methodologies — BRDs, user stories and process maps.
- Collaborate with internal Tech, Product and Integration teams to resolve client issues promptly.
- Stakeholder Management
- Manage internal pushback from client-side blockers and influencers who fear automation — convince them ZoTok makes their work easier.
- Conduct regular business reviews (QBRs) with key stakeholders and present performance reports.
- Provide training to client teams to ensure they are fully equipped to use ZoTok independently.
- Serve as a trusted advisor — not just a support contact — throughout the client journey.
- Experience & Background
- 2–10 years of experience in Customer Success, Client Onboarding, Technical Project Delivery or similar roles in IT/SaaS industry.
- Experience with ERP platforms such as SAP, Salesforce, Odoo or similar is a strong advantage.
- Background in technical implementation, SaaS onboarding or BA roles is highly preferred.
- Working experience in Distribution, Supply Chain or B2B Commerce industries is a plus.
- Bachelor's degree mandatory — negotiable for candidates with strong relevant experience.
- Technical Skills
- Familiarity with Postman, REST APIs and integration workflows.
- Experience with QA processes, UAT and product testing.
- Proficiency in CRM tools — Salesforce, Odoo, HubSpot or similar.
- Basic understanding of ERP workflows — SAP, Tally, Zoho or similar.
- Ability to read and interpret API documentation and integration specs.
- Soft Skills & Mindset
- Commercial Instinct — you don't just support clients, you spot expansion opportunities and drive upsells naturally.
- Stakeholder Management — you can hold a room, manage pushback and get buy-in from skeptical decision-makers.
- Ownership Mindset — you drive tasks to completion without being told and think proactively about what comes next.
- Communication — excellent verbal and written communication with clients, leadership and internal teams.
- Adaptability — ability to thrive in a fast-paced, high-growth startup environment.
What matters more than the resume:
- Stakeholder Management & Persuasion: You can hold a room and manage pushback from insecure internal influencers who fear automation.
- Technical — Postman, REST APIs, QA/UAT, CRM tools (Salesforce, Odoo), ERP background (SAP, Tally, Zoho) — advantage.
- Domain — Supply chain, distribution, B2B commerce or SaaS implementation background — strongly preferred.
- Mindset — Commercial instinct, ownership, stakeholder management and hunger to make clients genuinely successful.
- Commercial Instinct: You don't just support clients; you spot expansion opportunities and naturally drive upsells post-onboarding.
- Industry & SaaS Context: Deep familiarity with supply chain, distribution, or B2B SaaS workflows to guide clients.
Why Join ZoTok?At ZoTok, you won't be managing accounts — you will be shaping how India's businesses operate on WhatsApp. You'll work at the intersection of AI, commerce and technology, building something that has never been done before in India.
- Be part of India's first Network CRM for conversational commerce — a category-defining product.
- Work directly with Brands, Distributors and Retailers across India's $1 trillion+ General Trade ecosystem.
- Deep domain expertise in Supply Chain Management and B2B SaaS — skills that compound over time.
- Fast-paced, ownership-driven culture where your impact is visible and rewarded.
- Opportunity to grow into senior leadership as we scale rapidly across India and globally.