Customer Success Onboarding Specialist

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

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, Product Support 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.
• Answer Partner and Customer Interactions via Genesys Cloud Queue
• 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.
• Ability to handle Customer and Partner relationships at scale while offering empathy.
• Lead conversations about business outcomes and track key performance indicators in Adoption Success Plans.

Required Qualifications

• Bachelor’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 (SAAS).
• Educational equivalence may be considered with additional years of related experience in industry.
• Language Requirements –English & Spanish + Mandatory Third: French or German.
• Familiarity with CX (industry and technology) with at least 2-3 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, Quip, Jira, Miro 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

See 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.

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About Genesys:

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. 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 reach out to HR@genesys.com. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent 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 equity 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.