Client Onboarding Specialist

We’re looking for an Onboarding & Business Analyst Executive to join our team and play a hands-on role in helping customers succeed with our POS software. In this role, you’ll own the customer onboarding journey end-to-end — from kick-off through go-live — while also supporting business analysis activities such as requirement gathering, documentation, and coordination with internal teams. Once a customer reaches go-live, you’ll hand them off to our Support team and move on to the next implementation.

This is a great opportunity for someone who wants real ownership early in their career. You’ll be working directly with international clients across different time zones, collaborating with Product and Development teams, and building deep expertise in both customer implementation and business analysis.

– 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.

– 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.

– 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.

– 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.

– Attractive salary package

– Flexible working hour (between 7:30am – 7:30pm on staff’s preference)

– Premium health care up to $6,000/year

– Working in One of the largest Ecommerce Agencies in South East Asia – 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.

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