Customer Success Onboarding Specialist

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What Invoca is looking for in applicants

About Invoca:

Invoca is the industry innovator in AI and machine learning-powered Conversation Intelligence technology. Forrester Research identified Invoca as a Leader in The Forrester Wave™: Conversation Intelligence: Sales And Marketing, Q4 2021 report, stating that "Invoca is one of the few established conversation intelligence vendors that can legitimately claim AI capabilities."

With over 300 employees, more than 2,000 customers, and nearing $100M in revenue, there are tremendous opportunities to continue growing the business. We are building a world-class SaaS company, having raised over $100 million from Accel, Upfront Ventures, Salesforce Ventures, Morgan Stanley, and H.I.G. Growth Partners.

At Invoca, we live by our four core values:

  • Figure it Out: we take ownership of our work and are given the freedom to blaze our own trails
  • Help Each Other Thrive: we foster an inclusive and humble culture that allows us to build value for both our customers and our people
  • Continuous Improvement: we challenge the status quo every day to develop creative solutions that make our products better and our customers more successful
  • Light the Customer's Way: we don't just sell a product or turn on a service; we are partners and trusted advisors who support and invest in our customers and their success

If these values resonate with you, we encourage you to come join us - we are building something special.

About the Role:

As an Onboarding Specialist at Invoca, you will work with our new customers to ensure the successful implementation of Invoca’s industry-leading Voice Marketing Cloud software. Our specialists achieve this through understanding customer business goals and objectives, developing strong rapport, and executing against a defined onboarding schedule. As a member of the Customer Success team, you will play a pivotal role in the initial training, project management, and delivery of implementation and integration services. You will manage a portfolio of onboarding projects with a diverse set of customers, and as the first touch point in a customer’s experience after purchasing Invoca, you will be a critical player in driving long-term customer success and demonstrating the value of the Invoca solution.

To be successful in this role, you will need to work effectively with cross-departmental stakeholders to help achieve customer business objectives. The ideal candidate has experience in SaaS, strong communication skills and attention to detail, with an outstanding aptitude for applying technology to achieve business results. This is a rare opportunity to join a fast-growing company with an open and collaborative work environment, where you can play a key role in promoting customer success for one of the most important times of the customer lifecycle.

You Will:

  • Understand and translate customer business goals into successful project plans in order to achieve them using Invoca's technology during initial onboarding
  • Manage a portfolio of customer implementation projects, ensuring a successful and timely completion of each project
  • Become an expert on the Invoca platform and train customers with varying levels of sophistication, from the basics of the platform to the use of technical tools like APIs and webhooks
  • Assist customers to navigate the technical aspects of the onboarding process, including the implementation of Invoca's JavaScript and integrations with other marketing software platforms
  • Identify and drive efficiency in the onboarding process by developing best practices and process improvements on an ongoing basis
  • Advocate and assist in the prioritization of new customer features and product enhancements, influencing Invoca's product roadmap and collaborating with the Product team to identify short-term solutions
  • Collaborate with Sales, Sales Engineering, and Customer Success to ensure smooth handoffs before and after onboarding
  • Assist customers to quickly identify potential issues and escalate them appropriately to ensure the best possible experience during the onboarding period
  • Assist in the definition of project specifications and client requirements, involve all relevant departments to ensure technical feasibility and resource availability
  • Track and maintain accurate client records and hit key onboarding services milestones using Invoca's project management tool and CRM

You Have:

  • 2+ years of experience in a customer-facing or project management role for a technology company (preferably SaaS)
  • Experience managing a portfolio of accounts
  • The ability to talk technical details and strategy in the same conversation
  • Technical aptitude
  • A customer-first mentality, with the ability to empathize and build relationships
  • Creative-thinking ability
  • A priority for driving efficiency and consistently performing

Bonus Experience:

  • Experience with marketing technologies such as Google AdWords, Google Analytics, Salesforce, Kenshoo, Marin, and Adobe
  • Solid technical background with working knowledge of HTML, JavaScript, CSS, and other web-related languages
  • Background in telecom, marketing, mobile, or digital media
  • Experience in the affiliate marketing space
  • Experience with project management software
  • Technical writing skills
  • Bachelor's degree or the equivalent

Salary, Benefits and Perks:

Teammates are eligible to begin receiving benefits on the first day of the month following or coinciding with one month of continuous employment. Below are some of our offerings:

  • Paid Time Off - Invoca encourages a work-life balance for our employees. We have an outstanding PTO policy, starting at 20 days off, for all full-time employees. We also offer 13 paid holidays, 5 days sick time, 3 days volunteer time and more.
  • Healthcare - Invoca offers a health care program that includes medical, dental and vision coverage. There are multiple plan options to choose from so you can make the best choice for yourself, partner and family.
  • Retirement - Invoca offers a 401(k) plan through Fidelity with a company match of up to 4%.
  • Stock options - All employees are invited to ownership in Invoca through stock options.
  • Employee Assistance Program - Invoca offers well-being support on issues ranging from personal matters to everyday life topics through the WorkLifeMatters program.
  • Paid Family Leave - Invoca offers up to six weeks 100% paid leave for baby bonding, adoption, and caring for family members
  • Paid Medical Leave - Invoca offers up to twelve weeks 100% paid leave for childbirth and medical need
  • Sabbatical - We thank our long-term team members with an additional week of PTO along with a bonus after 7 years of service.
  • Wellness Subsidy - In further support of your well-being, Invoca provides a wellness subsidy that can be applied to a gym membership, fitness classes and more.
  • Position Base Range - $51,000.00 - $70,000.00/year, plus bonus potential.

DEI Statement:

"Our company is committed to creating a culture that is not only grounded in continuous learning, teamwork, and customer success, but is fair, equitable, and welcoming for everyone." - Gregg Johnson, CEO

And to us, diversity, equity and inclusion means more than treating current employees well and making them feel welcome. It also means hiring people who bring different insights because of their unique demographics, ways of thinking, and prior experiences.

We intend to continue hiring great people and protecting our culture so everyone can be themselves and speak their minds. That way Invoca will always be a place filled with laughter, positivity, thoughtfulness and respect.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.

Want some tips on how to get an interview at Invoca?

What is Invoca looking for?
If this role looks interesting to you, a great first step is to understand what excites you about the team, product or mission. Take your time thinking about this and then tell the team! Get in touch and communicate that passion.
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How to land an interview at Customer Success Onboarding Specialist?
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