Onboarding Specialist

  • Montréal, Quebec, Canada
  • Customer Success
  • Full-time
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The Challenge

As an onboarding specialist for the Customer Success team you will work proactively with newly signed accounts, guiding them through the critical Onboarding and Implementation phase of the customer lifecycle. You will begin by collaborating with the sales team as the sales process comes to an end and will be responsible for creating a smooth transition as prospects become customers.  You will need to rapidly build an  understanding of their business requirements and drive them to realize a fast time-to-value from their investment in Coveo.

Whether a customer decides to implement the Coveo platform themselves or opts to use Coveo’s Professional Services team or an integration partner,  you'll manage delivery against the customer onboarding  program requirements to achieve key milestones as efficiently as possible. As the onboarding process wraps up, you will facilitate the transition of the customer to their Customer Success Manager, who will then be charged with maintaining the success that you have initiated. 

There won’t be any typical day in this position, but some priorities to focus on:

  • Provide an outstanding experience to Coveo’s enterprise B2B customers as they complete the sales and implementation process and transition to the care of the Customer Success Manager who will then focus on driving adoption.
  • Grow customers’ depth of understanding by providing educational sessions on new and existing features.
  • Collaborate with Coveo resources, partners and customers to manage to project timelines
  • Knock down any barriers to successful implementation of the Coveo platform
  • Constantly look for improvements to the onboarding process, ensuring that each customer onboarding is run more efficient than the last.
  • Have an eye for potential issues or less than optimal solutions and bring in the right resources to mitigate.
  • Be on the lookout to spot and identify and/or upsell opportunities.
  • Ensure business value drivers have been identified and all necessary data to drive value and measure impact is being collected
  • Contribute, author, and edit Coveo customer facing content as part of the Coveo Knowledge Management initiative.

Your Profile

To be successful in this role, you must have both a customer-first and detail oriented approach.  You are part project manager and part Customer Success Manager.  You also have to thrive in a dynamic, fast-paced environment yet highly rewarding culture.

Among other things, you will bring the following skills to the table:

  • Tech-savvy. Strong technical enterprise-level computer software background supporting large or enterprise customers in a SAAS environment, preferably in support or ecommerce platforms.
  • Onboarding experience.  Know what it takes to take a SaaS customer from prospect to successful deployment.
  • Organizational skills.  Customer onboardings will vary in complexity and you will need project management experience to keep resources, timelines and deliverables on track.
  • Command skills. Be able to run effective meetings and keep resources from different organizations aligned and on task.
  • Excellent communication skills. Ability to adjust communication style and level of detail based on the seniority of the audience.  
  • Strong interpersonal skills. Strong communication, presentation and negotiation skills along with an ability to work with a broad range of clients with varying skill sets. 
  • BS / BA or other degree required
  • 3-5 years of experience with CRMs, a plus.
  • Bilingual (French and English), a plus!

We have a fit?

Send us your resume and convince us that you are a must-have rather than a nice-to-have. Join the Coveo Life!

Coveo makes business personal. Coveo uses AI technologies and intelligent search to personalize every digital experience for customers, partners, dealers, and employees. Coveo combines unified content, unified interactions behavioural data and machine learning to deliver relevant information and recommendations across every business interaction, making websites, e-commerce, contact centres and intranets efficient, effortless, content-rich, thus boosting conversion. Coveo is also embedded in many leading business applications from vendors including Microsoft Dynamics, Salesforce, ServiceNow, Sitecore, Xero and more.

If it were easy, someone else would have done it. All of our colleagues at Coveo find the drive to continuously seek new challenges and test roads no one else has ever explored. This ethos has allowed us to become a world leader in an innovative industry and to create a collaborative, diverse and trusting place to work filled with amazingly talented and passionate people. This is also why Coveo was named Employer of the year AND Company of the year 2019 by the Quebec Chamber of Commerce!

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