Build something new with a world-class team.At Genesys, we allow our employees to make their mark by entrusting them to make decisions and do what they’ve been hired to do: their very best. Your potential is waiting; why are you?Position PurposeThe goal of a Customer Success Onboarding Specialist is to work with Genesys customers through proven Onboarding methodology, enabling the customer to realize value in Genesys solution.Key ResponsibilitiesFacilitate customer onboarding in collaboration with key stakeholders to navigate customers through Onboarding steps as subject matter expert for the onboarding process.Support special projects related to onboarding activities and other customer success areas of focus. Utilize data including onboarding trends to execute tasks blending automation and personal touch to deliver customer success during Onboarding.Responsibilities / Job DutiesIn this role, the primary responsibilities will include (but are not limited to):Execute the Onboarding Steps for Success for customers globally to accelerate time-to-valueFacilitate knowledge share meeting and customer welcome callCoordinate processes with cross-functional teams such as Sales, Professional Services, Product Support and Product ManagementCoordinate and document readiness leading up to customer’s “Go-Live” dateGuide customer or partner on best practices and key resources during OnboardingDetect early signals of customers at-risk during onboarding, and provide path to mitigateMonitor and assist with customer requests during onboardingAnswer Partner and Customer Interactions via Genesys Cloud QueueImprove and execute internal and external processes to drive efficiencies within Onboarding processesProvide customers with helpful resources and timely solutions to support onboarding, into steady stateDocument necessary updates in Customer Success systems to ensure accurate account assignment, communication delivery and service enablementContinually develop expertise in onboarding areas such as activation, user acceptance testing, and training plans to share best practices with customers and create a frictionless onboarding experienceAbility to handle Customer and Partner Relationships at Scale while offering Empathy.Required QualificationsBachelor’s Degree and 3+ years’ experience in customer-facing role within a technology or a software B2B organization. Seeking exposure to cloud technology and software as a service.Educational equivalence may be considered with additional years of related experience in industryLanguage Requirement –English, Optional Addition: Spanish or Portuguese.Familiarity with CX (industry and technology) with at least 2-3 years relevant experience in technology, SaaS, or Contact CenterStrong verbal and written communication skills with high level of comfort working with a diverse set of customersPrior experience using Salesforce (or similar CRM) required, familiarity with Gainsight, Totango, Quip, Jira or other Customer Success platforms desirable.Ability to use our basic business tools effectively: e-mail, spreadsheets, business collaboration tools and file sharingPassion for designing processes that scale Self-starter with a natural curiosity to learn new skills in a changing environmentStrong critical thinking skills with the ability to creatively solve problems using various tools/processesBenefits:Medical, Dental, and Vision InsuranceTelehealth coverageFlexible work schedules and work from home opportunitiesDevelopment and career growth opportunities401(k) programSee more Genesys benefits information at https://mygenesysbenefits.com/About Genesys:Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service℠ so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.CompetenciesFoundational Product SkillProduct Knowledge – Knowledge of key features/functionality and major project linesUnderstands how the adoption of products relates to key business outcomes - Ability to prescribe the adoption and use of product features/functionality and related services to the achievement of key customer business outcomesHow we ThinkCustomer Focus – Building strong customer relationships and delivering customer-centric solutionsBalancing the needs of multiple stakeholders – Anticipating and balancing the needs of multiple stakeholdersHow we Own ItEnsures Accountability – Holding self and others accountable to meet commitmentsPlans and Aligns – Planning and prioritizing work to meet commitments aligned with organizational goalsOptimizes work processes – Knowing the most effective and efficient processes to get things done, with a focus on continuous improvementHow we InteractCollaborates – Building partnerships and working collaboratively with others to meet shared objectivesActive listener –Focuses on the person speaking with the intent of understanding versus self-focus and controlCommunicates Effectively – Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiencesOrganizational Savvy – Maneuvering comfortably through complex policy, process and people related organizational dynamicsHow we Show UpNimble learning – Actively learning through experimentation when tackling new problems, using experiences from both success and failuresCompensation:This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities. $63,700.00 - $132,300.00Benefits:Medical, Dental, and Vision Insurance. Telehealth coverageFlexible work schedules and work from home opportunitiesDevelopment and career growth opportunitiesOpen Time Off in addition to 10 paid holidays401(k) matching programAdoption AssistanceFertility treatmentsMore details about our company benefits can be found at the following link: https://mygenesysbenefits.comIf a Genesys employee referred you, please use the link they sent you to apply.About Genesys:Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service™ our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com.Reasonable Accommodations:If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may complete the Reasonable Accommodations Form for assistance. Please use the Candidate field in the dropdown menu to ensure a timely response.This form is designed to assist job seekers who seek reasonable accommodation for the application process. Submissions entered for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
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