Playvox

We believe that a great customer experience starts with people.

Playvox’s category-defining quality assurance, coaching and motivational platform is delighting customers and our team is growing. We are hiring an organized and experienced Solutions Consultant to help lead our next chapter of growth.

Playvox helps companies deliver a better customer experience through their contact center teams, be they centrally located, remote employees, distributed across the globe or a combination of all three. With Playvox’s innovative enterprise-class solutions our clients systematically improve the customer experience and agent skill set through quality measurement, training on new features, coaching against gaps, and by motivating agents, all on one platform.

Playvox is a well-funded, high-growth company deployed in leading brand companies globally. Our partners include Zendesk, Salesforce, Freshdesk, Intercom, among others. We are transforming the way companies of all sizes manage quality practices to deliver exceptional customer service.

Customer success starts with the customer onboarding process. A seamless customer onboarding experience reduces customer effort and accelerates their time to value. This increases overall customer satisfaction and reduces churn.

At Playvox, the Onboarding Specialists play a strategic role in the success of the customer implementation and customer time-to-value. This role will work closely with prospective customers that may complete a free trial and customers post-contract signature.

Responsibilities:

  • Act as the primary point of contact for prospects during a trial, being the subject matter expert for all product and platform related questions.
  • Proactively drive the onboarding process, defining a clear agenda and getting commitment from the prospect to deliver in accordance with the established goals.
  • Run and manage implementation calls and customer kickoff meetings, including content ownership.
  • Responsible for training and assisting customers in configuring the platform through interactive meetings and email communications
  • Provide timely responses to customer enquiries via different channels, collaborating closely with the sales team and Customer Success Managers on overall customer goals
  • Create and execute customer implementation and formal project plans
  • Work closely with with the Customer Success team for a seamless client transition
  • Collaborate with the Solution Engineers to escalate custom requests or technical issues and follow them up until resolution.
  • Discover and analyse gaps in the customer experience that may lead to customer attrition and work cross-functionally with others to address such gaps.
  • Assist in updating onboarding documentation and help center contact to align with changing customer needs.

Requirements

  • 3+ years experience onboarding new clients for a SaaS company
  • Experience working with sales, post-sales and product teams to help drive business growth
  • Excellent written and verbal communication skills. Being able to verbally communicate and guide a new user through step-by-step usage of the Playvox platform.
  • Understanding of latest practices and knowledge for various onboarding / training tools
  • A team player who can work closely with the various business units
  • Detail oriented. Keeping track of notes is a key to success
  • Full fluency in English
  • Fluency in Spanish and Portuguese is a plus
  • Proficient at Excel & Powerpoint
  • Experience working in a contact center environment or with contact center technologies is a plus.

Playvox embraces diversity and equal opportunity in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. If there is anything we can do to create a more comfortable interview experience for you, please let us know.

Skills:

You are a master of our product and continuously learn best practices through engaging with customer processes and other departments in the company. Empathy. To help your customers and colleagues be happy and successful, it’s important to understand what happiness and

success mean to them. And to do that, you have to step into their shoes.

Positivity. You use positive language when communicating with customers, partners and colleagues to ensure the best possible experience and to show a can do attitude. Patience. You keep your head cool in all situations enabling you to successfully manage angry customers, difficult problems and situations Clarity in Communication. Your communication is clear always making sure your customers feel secure and in control.

Your communication is complete to avoid wasting your customers and the company’s time.

Experience and knowledge:

The ideal candidate has experience from the contact center industry, having either worked as an agent or team leader.

You are familiar with contact center tools, processes and quality assurance. You are technically savvy and you are a fast learner.

You are fluent in both English and Spanish, both written and oral language.

You are able to work flexible hours to give support to our customers world wide.