Product Consultant
- Zonka Technologies
- 1 - 3 years
- Noida, Gurugram
- 12 days ago
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Job Description
We're hiring Product Consultant at Zonka Technologies.
Company Profile
At Zonka Technologies, we're transforming how businesses understand and elevate their customer experiences. Our flagship product, Zonka Feedback, is AI-driven Customer Experience (CX) and Feedback Management platform that helps businesses capture feedback, measure customer satisfaction, and drive strategic growth across multiple touchpoints.
With seamless integrations into leading CRMs like Salesforce and HubSpot, it enables brands to listen to customer voices and make data-driven decisions through multi-channel feedback collection, advanced reporting, and real-time AI insights.
From NPS and CSAT to sentiment analysis and customer journey mapping, Zonka Feedback empowers global businesses to uncover intelligent insights and take timely action to improve and transform customer experiences.
Role Summary
As a Product Consultant, you'll be the voice and guide for Zonka Feedback's customers. The role is all about delivering a smooth, supportive, and value-driven experience - from onboarding to ongoing engagement by guiding them through account setup, product training, and feature adoption while providing timely support and proactive check-ins to ensure they gain maximum value from our AI-powered customer experience and feedback platform.
You'll manage a portfolio of US-based customers, taking ownership of their success by tracking progress, resolving issues, and maintaining regular touchpoints to drive adoption and satisfaction. This is a night-shift role (6 PM 3 AM IST) aligned with our US customer base.
Job Role
Customer Onboarding:
- Lead and manage end-to-end onboarding journey for new customers, including account setup, product training, and implementation
- Conduct product walkthroughs and tailored training sessions to ensure effective adoption and understanding
- Guide customers in creating surveys, setting up distribution channels, and integrating with CRMs or third-party tools
- Ensure timely onboarding completion and customer satisfaction through structured onboarding journeys
- Promptly respond to product-related inquiries from new customers via Intercom or other support channels and schedule calls with Sales team
Customer Support:
- Serve as the primary point of contact for all product-related queries via chat, email, or phone
- Deliver fast, clear, and effective resolutions to technical issues, ensuring a smooth customer experience
- Collaborate with product and engineering team to report bugs, escalate technical issues, and follow up on feature requests
Customer Success Management:
- Conduct regular check-ins with existing customers to assess satisfaction, ensure ongoing engagement and adoption
- Monitor account health and usage metrics to identify and report at-risk accounts
Qualifications
- 1 to 2 years of experience in customer onboarding, success or support role (preferably in a SaaS/product environment)
- Willingness to work night shifts (6 PM 3 AM US time)
- Excellent written and spoken communication skills
- Strong product understanding and technical aptitude
- Customer-first attitude with empathy and problem-solving skills
- Ability to work independently, manage multiple onboarding journeys, and collaborate across teams
- Familiarity with tools like Intercom, Freshdesk, HubSpot, or similar platforms is a plus
Interested? Send your resume to **@zo**********k.com
Job Classification
Industry: Software ProductFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer Success, Service & Operations - OtherRole: Customer Success, Service & Operations - OtherEmployement Type: Full timeContact Details:
Company: Zonka TechnologiesLocation(s): Noida, Gurugram
Keyskills: Customer Support Client Onboarding Customer Success Product Adoption Client Success Customer Engagement
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