About Company
Join Invoca as a Remote Customer Success Onboarding Specialist
📆 Date Posted: July 29, 2024
💰 Salary: $70,000-$85,000 plus bonus potential
📍 Location: USA (Remote)
About Invoca
Invoca is at the forefront of AI and machine learning-powered Conversation Intelligence, leading the industry with over 300 employees, 2,000+ delighted customers, and generating $100M in revenue. Backed by prominent venture capitalists like Upfront Ventures, Accel, Silver Lake Waterman, H.I.G. Growth Partners, and Salesforce Ventures, Invoca is continually driving growth and innovation in the SaaS arena.
Meet the Team
Our team is dedicated to ensuring the successful onboarding of Invoca’s Voice Marketing Cloud software for new customers. Through a blend of understanding customer objectives, establishing solid relationships, and delivering on a well-defined onboarding schedule, our specialists play a crucial role in initial training, project management, and the delivery of integration services.
Your Role as a Customer Success Onboarding Specialist
As a Customer Success Onboarding Specialist at Invoca, you will manage onboarding projects for a diverse portfolio of customers. Your efforts will be pivotal in driving long-term customer success and showcasing the exceptional value of Invoca’s solutions right from the start.
Success in this role involves effectively collaborating with cross-functional teams and stakeholders to meet customer business goals. If you have a marketing background, SaaS experience, outstanding project management skills, and a knack for tech-savvy solutions, this position offers a unique opportunity to contribute to a dynamic and growing company.
Key Responsibilities:
- Translate customer business goals into project plans and achieve them using Invoca's technology during initial onboarding.
- Manage a portfolio of customer implementation projects, ensuring timely and successful project completion.
- Become an expert on the Invoca platform and train customers with varying levels of expertise.
- Assist customers with the technical aspects of onboarding, including JavaScript implementations and integrations with other marketing software.
- Identify efficiencies in the onboarding process and develop best practices for continuous improvement.
- Collaborate with Sales, Sales Engineering, and Customer Success for seamless handoffs before and after onboarding.
- Quickly identify and resolve potential issues and risks for customers.
- Define project specifications and client requirements, involving relevant departments to ensure feasibility and resource availability.
- Track and maintain accurate client records and meet key onboarding milestones using project management tools and CRM.
Skills and Experience Required:
- 2+ years in a customer-facing or project management role at a tech company (preferably SaaS).
- Bachelor's degree or equivalent experience.
- Proven ability to manage multiple accounts while prioritizing tasks effectively.
- Exceptional interpersonal skills for discussing technical details and building rapport.
- Strong technical aptitude and a keen drive to learn.
- Critical thinking and problem-solving skills.
- Excellent written skills, with technical writing expertise being a plus.
- Strong organizational and analytical capabilities and attention to detail.
- Customer-first mentality, with the ability to empathize and build relationships.
- Creative thinking and persistence in driving efficiency and execution.
Preferred Qualifications:
- Experience with marketing technologies like Google AdWords, GA4, Campaign Manager, and Search Ads 360.
- Technical skills in HTML, JavaScript, CSS, and other web-related languages.
- Background in industries like healthcare, automotive, home services, telecom, marketing, mobile, or digital media.
- Experience with project management software.
Salary, Benefits & Perks
Benefits start on the first day of the month following one month of employment. Our comprehensive benefits package includes:
- Paid Time Off: 20 days for full-time employees, plus 16 paid holidays, 10 days of Compassionate Leave, and volunteer days.
- Healthcare: Multiple medical, dental, and vision plans available for you and your family.