About Invoca:
Invoca is the industry leader and innovator in AI and machine learning-powered Conversation Intelligence. With over 300 employees, 2,000+ customers, and $100M in revenue, there are tremendous opportunities to continue growing the business. We are building a world-class SaaS company and have raised over $184M from leading venture capitalists including Upfront Ventures, Accel, Silver Lake Waterman, H.I.G. Growth Partners, and Salesforce Ventures.About the Team:This team works 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. They play a pivotal role in the initial training, project management, and delivery of implementation and integration services.About the Role:As a Customer Success Onboarding Specialist, 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 a background in marketing and experience in SaaS, strong project management 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 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.
- Assist customers in navigating 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
- Collaborate with Sales, Sales Engineering, and Customer Success to ensure smooth handoffs before and after onboarding
- Assist customers to identify potential issues and risks and resolve them quickly.
- 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)
- Bachelor's degree or the equivalent
- Proven ability to manage a portfolio of accounts with keen prioritization and multitasking abilities
- Exceptional interpersonal skills; you must have the unique ability to talk technical details and build rapport in the same conversation
- Strong technical aptitude and a drive to learn
- Follow the established delivery processes and adapt them to the customer's needs
- Critical thinking and proven ability to solve complex problems
- Excellent written skills - technical writing skills are a plus
- Strong organizational and analytical skills with a keen attention to detail
- Customer-first mentality; ability to empathize and build customer relationships
- Ability to think creatively and be persistent
- Behold a priority for driving efficiency and executing consistently
Bonus points for any of the following experiences:
- Experience with marketing technologies such as Google AdWords, GA4, Campaign Manager, and Search Ads 360
- Solid technical background with working knowledge of HTML, JavaScript, CSS, and other web-related languages
- Background in healthcare, automotive, home services, telecom, marketing, mobile, or digital media
- Experience with project management software
Salary, Benefits & Perks:Teammates begin receiving benefits on the first day of the month following or coinciding with one month of employment. Offerings include:
- 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 16 paid holidays, 10 days of Compassionate Leave, days of volunteer time, and more.
- Healthcare - Invoca offers a healthcare program that includes medical, dental, and vision coverage. There are multiple plan options to choose from. You can make the best choice for yourself, your partner, and your 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 6 weeks of 100% paid leave for baby bonding, adoption, and caring for family members.
- Paid Medical Leave - Invoca offers up to 12 weeks of 100% paid leave for childbirth and medical needs.
- Sabbatical - We thank our long-term team members with an additional week of PTO and a bonus after 7 years of service.
- Wellness Subsidy - Invoca provides a wellness subsidy applicable to a gym membership, fitness classes, and more.
- Position Base Range - $70,000-$85,000/ plus bonus potential
- Please note, per Invoca's COVID-19 policy, depending on your vaccine verification status, you may be required to work only from home / remotely. At this time, travel and in-person meetings will require verification. This policy is regularly reviewed and subject to change at any time.
DEI StatementWe 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.#LI-Remote
