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.

The CSM Team consists of Customer Success Managers working in a collaborative, team-based approach to deliver Customer Success for a large number of smaller customers. The engagement model the CSM team applies is a proactive, needs-based approach utilizing data, systems, playbooks, personal and 1-to-Many (digital) delivery modes. Customer Success Manager (CSM) works with Genesys Cloud customers and partners to improve product onboarding, adoption, drive value realization, growth and manage revenue retention through timely renewals.

The CSM orchestrates the customer journey using pre-defined methodologies, self-service, and blending automation with personal touch to deliver customer success to a large number of customers.

They work closely with related functions in Genesys to ensure customer onboarding, retention, and product adoption.

Our ideal candidate is Fluent in English and another European language, technology savvy with excellent communication skills, a strong team player, understands how to influence without direct authority and has a solid understanding of the customer experience industry. Critical to the candidate’s success will be problem solving skills, data analytics familiarity, a continuous improvement mindset, account management and/or customer success experience.

Responsibilities / Job Duties:
In this role, the primary responsibilities will include (but are not limited to):

• Work with Genesys customers and partners through proven Onboarding methodology.

• Work collaboratively with customer success team to ensure the success of a large portfolio of Customers.

• This includes working closely with related functions in Genesys and in Partner organizations to ensure customer onboarding, product adoption, and retention.

• Proactively monitor the overall health of the portfolio as it relates to customer engagement and customer success.

• Understand customers’ business value drivers, success criteria, and KPIs to develop Customer Success Plans (actionable blueprints by which the CSM, partners, and customers can achieve mutual success).

• Engage with partners to deploy adoption plans evolving over time with business outcomes.

• Link and prescribe the adoption and use of product features/functionality and services to the achievement of key customer business outcomes.

• Communicate effectively with customers and partners using digital channels: chat, SMS, email, and community.

• Drive customer reference ability and continuous improvement of customer advocacy measures (e.g., GCAP program).

• Collaborate with Renewal Manager and Partners when applicable in order to meet on-time renewals.

Required Qualifications:

• Minimum 4 years experience in a technology-related field.

• Prior experience as a CSM or in a direct customer-facing role.

• Language Fluency: Fluent in English and another European language.

• University Degree in a technology or business-related field, or equivalent experience.

• Experience working with a team to identify process failures and improvements, and continuously improve business processes.

• Strong ability to build relationships and proactive engagement using digital touch capabilities.

• Ability to manage/multi-task multiple actions across assigned customer base.

• Ability to thrive in a dynamic environment.

• Excellent interpersonal, presentation skills – both written and verbal.

• Positive attitude and high willingness to learn.

• Experience with productivity tools including PowerPoint/Excel/Word, CRM tools including Salesforce and Gainsight, and online communities and social media platforms.

• Understanding of cloud SaaS product knowledge, business and deployment models.

• Experience in B2B environment involving Partners and partner-led customer relationships.

About Genesys:

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 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, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.

If a Genesys employee referred you, please use the link they sent you to apply.

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 HR@genesys.com. 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.