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Customer Care
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220001KF Requisition #

Position Purpose

The 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 Responsibilities

Facilitate 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 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
  • Facilitate knowledge share meeting and customer welcome call
  • Coordinate processes with cross-functional teams such as Sales, Professional Services, Customer Care and Product Management
  • Coordinate and document readiness leading up to customer’s “Go-Live” date
  • Guide customer or partner on best practices and key resources during Onboarding
  • Detect early signals of customers at-risk during onboarding, and provide path to mitigate
  • Monitor and assist with customer requests during onboarding
  • Improve and execute internal and external processes to drive efficiencies within Onboarding processes
  • Provide customers with helpful resources and timely solutions to support onboarding, into steady state
  • Document necessary updates in Customer Success systems to ensure accurate account assignment, communication delivery and service enablement
  • Continually 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 experience

 

Required Qualifications

  • Bachelor’s Degree and 3+ years’ experience in customer-facing role within a technology or a software B2B organization. Educational equivalence may be considered with additional years of related experience in industry
  • Language Requirement –English necessary
  • Familiarity with CX (industry and technology) with at least 2 years relevant experience in technology, SaaS, or Contact Center
  • Strong verbal and written communication skills with high level of comfort working with a diverse set of customers
  • Prior experience using Salesforce (or similar CRM) required, familiarity with Gainsight, Totango or other Customer Success platforms desirable
  • Ability to use our basic business tools effectively: e-mail, spreadsheets, business collaboration tools and file sharing
  • Passion for designing processes that scale  
  • 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

 

Competencies

  • Foundational Product Skill
  • Product Knowledge – Knowledge of key features/functionality and major project lines
  • Understands 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 outcomes

 

  • How we Think
  • Customer Focus – Building strong customer relationships and delivering customer-centric solutions
  • Balancing the needs of multiple stakeholders – Anticipating and balancing the needs of multiple stakeholders

 

  • How we Own It
  • Ensures Accountability – Holding self and others accountable to meet commitments
  • Plans and Aligns – Planning and prioritizing work to meet commitments aligned with organizational goals
  • Optimizes work processes – Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement

 

  • How we Interact
  • Collaborates – Building partnerships and working collaboratively with others to meet shared objectives
  • Active listener –Focuses on the person speaking with the intent of understanding versus self-focus and control
  • Communicates Effectively – Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences
  • Organizational Savvy – Maneuvering comfortably through complex policy, process and people related organizational dynamics

 

  • How we Show Up
  • Nimble learning – Actively learning through experimentation when tackling new problems, using experiences from both success and failures

 

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.

As our Covid-19 task force and internal teams plan to reopen our global offices, the policies and procedures will continue to be updated.


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.  


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 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


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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