Customer success onboarding specialistGenesys

Position: Customer Success Onboarding Specialist
Location: Manila, Philippines
Position Purpose:
The Customer Success Onboarding Specialist orchestrates the customer onboarding journey to accelerate product adoption and enable the customer to quickly realize the value they expected upon signing our contract.
Key Responsibilities:
The role of the Onboarding Specialist drives customer onboarding in partnership with the Genesys Customer Success Manager to deliver the optimal onboarding experience. As the subject matter expert for the onboarding process, the Specialist takes responsibility to navigate customers through the Onboarding journey.
The Specialist will utilize data, including onboarding trends, to execute tasks while blending automation and personal touch to deliver customer success during Onboarding. Responsibility includes supporting special projects related to onboarding activities and other customer success areas of focus.
Responsibilities / Job Duties:
In 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-value and ensure customers are referenceable.
Partner with Genesys Customer Success Managers to monitor, track and address customer requests during Onboarding.
Document customers' business outcomes and use cases tied to the use of Genesys Cloud solutions.
Manage a program to drive account activations for all customers, globally.
Facilitate internal knowledge share meetings and customer welcome calls.
Coordinate and document readiness leading up to customer's "Go-Live" production date.
Deliver training on best practices and key resources during Onboarding.
Coordinate processes with cross-functional teams such as Sales, Professional Services, Customer Care and Product Management.
Detect early signals of customers at-risk during onboarding, and provide path to mitigate.
Improve and execute internal and external processes to drive efficiencies such as tracking account assignments, contract changes and customer credits.
Provide customers with helpful resources and timely solutions to support onboarding, into steady state production.
Document necessary updates in Salesforce to ensure accurate account assignment, communication delivery and service enablement.
Continually develop expertise in onboarding areas such as networking, product features and training plans to share best practices with customers and create a frictionless onboarding experience.
Required Qualifications:
University Degree and 2+ years' experience in an Operations, Product, or Specialists role within a B2B organization
At least 2+ years of relevant experience in technology, SaaS, or Contact Center
Experience in Customer Success, Account Management, or similar customer-facing role
Familiarity with CX (industry and technology) to drive consultative approach to customer interactions
Strong verbal and written communication skills with high level of comfort working with a diverse set of customers
Excellent time-management skills with a high attention to detail and organization
Experience in working with a team to identify process failures and improvements, and continuously improve business processes
Ability to use our basic business tools effectively: e-mail, spreadsheets, business collaboration tools and file sharing
Prior experience using Salesforce (or similar CRM) required, familiarity with Gainsight, Totango or other Customer Success platforms desirable
Passion for designing processes that scale
You have an enthusiasm for technology, actionable data and spreadsheets
Self-starter with a natural curiosity to learn new skills in a changing environment.
Strong critical thinking skills with the ability to creatively solve problems using various tools/processes
Open to flexible shift assignments
Bonus Qualifications
Experience applying Genesys technology to achieve Customer CX goals
Covid-19
Safety for our employees and our communities is a key priority for Genesys. We continue to experience rapid growth during the Covid-19 pandemic and are conducting remote hiring and onboarding processes. All hiring and onboarding processes are being conducted remotely at this time. We utilize Zoom video meetings and phone calls during the interview process. We will be working remotely through at least December 31, 2021, in most locations, and we are re-evaluating the opening date of all the Genesys offices on an ongoing basis.
About Genesys:
Every year, Genesys® orchestrates more than 70 billion 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 ServiceSM, 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 .
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.
Genesys

Manila City, Metro Manila
Permanent
Full-time