What is FirstHive?
FirstHive is a USA-headquartered company with operations and customers across the US, India, and ASEAN. It is a premier global Customer Data Platform – a tool for consumer marketing enterprises to consolidate all their opt-in first-party consumer data.
FirstHive’s CDP delivers a disproportionate jump in ROI for consumer companies. We are the world’s first CDP to use Machine Learning to build Unified Customer Identities by ingesting data from across all sources of customer interactions and customer transactions (viz. ERP, CRM, Website, Social, PoS, mobile app, voice, customer care, etc.). FirstHive’s AIML layer then enables organizations to enrich their customer experience, through predictive recommendations & 360-degree customer engagement.
FirstHive is a highly recognized name in the CDP ecosystem, winning multiple awards & recognition. FirstHive is led by a high-powered, expert leadership team planning collectively over 80 years across Marketing, Product, Engineering & Data Sciences. FirstHive has a presence in the USA & Asia.
Role – Onboarding Specialist – Solution Architecture
Location – Mumbai
Role Summary
As an Onboarding Specialist – Solution Architecture, you will be the face of FirstHive for new clients. You will lead the onboarding journey by deeply understanding client goals, architecting tailored solutions on the platform, and ensuring seamless integration and adoption. Your work will directly impact customer time-to-value, retention, and satisfaction.
You will also work closely with sales and account management teams to identify expansion opportunities during onboarding, ensuring customers realize long-term value from FirstHive.
Key Responsibilities
Customer Onboarding
- Lead end-to-end onboarding for new customers, including kickoff, solutioning, documentation, implementation, testing, and go-live
- Manage multiple projects concurrently and ensure timely delivery against milestones
- Act as the primary point of contact during onboarding phase
Solution Architecture
- Design and document scalable, modular solutions based on client use cases and data infrastructure
- Collaborate with customers to translate platform goals into configurations & features
- Guide integration of data sources (APIs, databases, tags, CRMs, etc.)
Cross-Functional Collaboration
- Liaise with Product, Engineering, and Support to close feedback loops, address product gaps, and resolve blockers
- Ensure smooth handoffs to Customer Success and Support post onboarding
Customer Training & Enablement
- Deliver platform training to client stakeholders to ensure long-term self-sufficiency
- Develop reusable documentation, training materials, and playbooks
Process Improvement
- Identify opportunities to optimize onboarding workflows, reduce onboarding time, and improve documentation
- Build reusable components and reference architectures to speed up delivery
Key Requirements
- 3–6 years experience in Enterprise clients Onboarding, Solution Consulting, or Implementation roles in SaaS, Martech, or CDP domains
- Strong understanding of data platforms and martech ecosystems (e.g., CRM, communication channels, analytics, tools, API integrations)
- Proficiency in wireframing, preparing process flows, BRDs, Solution notes, User Stories with Acceptance criteria.
- Analytical and process-oriented mindset with attention to detail
- Exceptional communication and stakeholder management skills
- Ability to balance technical and business conversations with clients
- Familiarity with JSON, API docs, tags, or SQL is a plus
- BE/BTech/BCA/MCA Computer Science or IT, or equivalent relevant experience.
- MBA is a plus, but not mandatory
Success Metrics (KPIs)
- Time to go-live for new customers
- Customer satisfaction (CSAT/NPS) post onboarding
- First 60/90-day usage and activation metrics
- Solution accuracy and rework frequency
- Upsell & Cross-sell Opportunity Identification
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- Internal and external stakeholder feedback
Why work with us?
- Opportunity to work with a fast-growing global B2B SaaS startup
- Great growth opportunities and competitive, best-in-class remuneration.
- A team of colleagues fuelled by collaboration and a company deeply committed to integrity and responsibility.