Senior Customer Success Manager

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Build something new with a world-class team.

At Genesys, we allow our employees to make their mark by entrusting them to make decisions and do what they’ve been hired to do: their very best. Your potential is waiting; why are you?

Senior Customer Success Manager

The goal of this Senior Customer Success Manager (CSM) is to establish a lifelong partnerships between Genesys and Genesys’ customers by advising and equipping them to achieve their customer experience (CX) vision. As the CSM you are the customer’s advocate and champion throughout their journey with Genesys. You will recommend, orchestrate, and ensure adoption of the right strategies, products, and services to help customers rapidly realise their business outcomes. Working closely with related business functions in Genesys to ensure customer onboarding, adoption, retention, revenue growth and value realisation.

What You’ll Do: The primary responsibilities for this role include (but are not limited to).

• Manage a portfolio of customers serving as their primary business point of contact throughout their CX journey
• Understand customers’ business value drivers, success criteria, and KPIs to develop Customer Success Plans (actionable blueprints by which the Customer Success Manager and customers can achieve mutual success)
• Prescribe the adoption and use of product features/functionality and services to the achievement of key customer business outcomes
• Promoting continuous growth through the relevant innovation path
• Establish a regular cadence of Executive Business Reviews with the customer to track progress towards their stated business objectives
• Drive continuous improvement of customer advocacy measures
• Prepare and deliver territory plans to define account strategies and align resources
• Establish shared accountability with adjacent functions in key points of the customer journey including, but not limited to:
• Professional Services to ensure that implementations progress smoothly to go-live
• Renewal Managers to drive strong forecasting and renewal practices that deliver high retention rates and growth of recurring revenue
• Sales to identify cross-sell/up-sell opportunities and drive incremental bookings
• Ad-hoc duties as directed by Management
• Take on and assist in driving internal strategic initiatives and continuous improvement programs.

You’ve been there and done this…

• 4+ years’ experience in a technology-related field
• Bachelor’s Degree in a technology- or business-related field
• Familiarity with CX (industry and technology) to drive consultative approach to customer interactions
• Strong ability to build relationships and proactive engagement using digital touch capabilities
• Ability to manage/multi-task multiple actions across assigned customer base
• Excellent interpersonal, presentation skills – both written and verbal
• Excellent verbal and written communication in English
• Positive attitude and high willingness to learn
• Leadership profile that unifies, influences, and inspires cross-functional teams to meet the changing needs of customers
• Experience with productivity tools including PowerPoint/Excel/Word, CRM tools such as Salesforce and Gainsight, and on-line communities and social media platforms

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About Genesys:

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to [email protected]. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.

Genesys is an equal opportunity employer committed to equity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.