Onboarding Specialist

Job Description: Onboarding Specialist

Position: Onboarding Specialist Location: Karachi Department: Customer Success Reports to: CEO

Employment Type: Full-time

About Mergn: Mergn is a cutting-edge customer engagement platform that connects seamlessly with

brand websites and apps to capture real-time customer behavior. By analyzing this data, we empower

brands to engage with their customers in a highly personalized way — driving meaningful interactions

that enhance customer loyalty and retention.

As the fastest-growing MarTech company in Pakistan, Mergn is transforming how brands connect with their customers, helping them improve conversions, re-order rates, and long-term customer retention through data-driven marketing strategies.

About the Role: As an Onboarding Specialist at Mergn, you will play a crucial role in ensuring new clients have a seamless and successful start with our platform. You will guide clients through setup, training, and adoption processes, enabling them to maximize the value of Mergn from day one.

This role is ideal for someone who enjoys helping clients, is detail-oriented, and thrives on creating

smooth experiences in a fast-paced SaaS environment.

Key Responsibilities:

Client Onboarding & Implementation:

- Manage the end-to-end onboarding process for new clients across e-commerce, retail, and brand sectors.

- Assist clients with platform setup, configuration, and integration with websites or apps.

- Conduct training sessions and product walkthroughs for client teams.

- Ensure clients understand how to use Mergn effectively to achieve their marketing goals.

Client Support & Adoption:

- Monitor client engagement during the onboarding phase to ensure

successful adoption.

- Address questions, troubleshoot issues, and provide timely guidance to clients.

- Act as the bridge between clients and internal teams to resolve challenges.

Process Improvement & Documentation:

- Develop and maintain onboarding materials, guides, and

training resources.

- Continuously improve the onboarding process based on client feedback and best

practices.

- Collaborate with Product and Customer Success teams to streamline client setup workflows.

Reporting & Insights:

- Track onboarding progress and report on key metrics, such as setup completion,

adoption rate, and client readiness.

- Share insights and recommendations with internal teams to

enhance client experience.

Collaboration:

- Work closely with Sales, Account Management, and Product teams to ensure smooth

handover from sales to onboarding.

- Communicate client feedback to help improve platform functionality and services.

What We’re Looking For:

- Passion for Customer Success: You enjoy helping clients achieve their goals

and delivering a positive experience.

- Relevant Experience: 1–3 years in client onboarding, implementation, or customer success (preferably in SaaS, MarTech, or technology).

- Strong Communication Skills: Excellent verbal, written, and presentation skills, with the ability to explain technical concepts clearly. - Organized & Detail-Oriented: Capable of managing multiple onboarding projects while maintaining high quality.

- Tech-Savvy: Comfortable with SaaS platforms, CRM tools, and

digital workflows. Basic understanding of marketing technology is a plus.

Why Mergn?

- High-Growth Environment: Be part of Pakistan’s fastest-growing MarTech startup.

• Career Advancement: Opportunities to grow into senior onboarding, customer success, or account

management roles.

- Collaborative Culture: Work with a passionate, forward-thinking team that values initiative and creativity.

- Competitive Compensation: Attractive salary with performance incentives and

professional development opportunities.

How to Apply: If you’re passionate about guiding clients, enabling success, and driving adoption of

innovative technology, we’d love to hear from you.

Send your resume to [email protected] explaining why you’re the ideal fit for the Onboarding

Specialist role at Mergn.

Let’s grow together.