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 experiences 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. 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 SVP, Product Support is the leader of a dedicated team of professionals responsible for the technical analysis and resolution of complex issues reported by Genesys. This includes, but is not limited to, coordinating efforts between customers, Product Support, Professional Services, Genesys University (Beyond), R&D, and other departments within Genesys when applicable. In this function, the qualified leader’s responsibilities encompass the delivery of the highest levels of Customer Experience to Genesys’ Partner and End-User communities, the achievement of excellence in Net Promoter Score, promoting resolution and solving on first contact, development of and adherence to relevant KPIs and establishing a pattern of success within the Genesys Enterprise Cloud business.Responsibilities / Job DutiesLead a large global organization of approximately 500 Product Support professionals.Building on the foundation in place, transform the product support charter and organization to be best in class, capable of supporting rapid growth and scaling of the business.Develop and build a best-in-class Tiering Model of offerings and experiences to meet the needs of a global customer base.As part of the organizational transformation, implement state-of-the-art tools and automation required to deliver outstanding support experiences across the customer base.Engage as a key leader within the Customer Success global leadership team, providing thought leadership and critical thinking as part of a senior leadership team.Develop and implement global strategic plans to ensure the appropriate customer experience, business processes/metrics, and staffing are in place to meet evolving customer needs.Evolve the Product Support organization to ensure the function is set up to scale and support the business’s growth.Build and maintain outstanding partnerships with multiple business units, internal departments and external partners to ensure customers receive the highest quality support experience.Establish and evolve KPIs and benchmarks.Design and implement improvement programs to address gaps identified from KPI measures.Lead, develop, and coach cross-functional teams on setting objectives, project/program planning, and successful implementation.Participate and represent Genesys Product Support during pre-sales cycles and RFP responses.Required QualificationsThe SVP, Product Support will be a proven executive with prior experience in a software or global technology company. The successful candidate will bring both strategic vision and best practices and a hands-on and tactical approach to enable effective implementation. They will quickly grasp company operations and business drivers and possess high integrity and independence. The candidate will have 15+ years of relevant experience managing customer-facing technical teams in exciting, dynamic environments. You should have proven experience leading large-scale global transformations and implementing tools, technology, and automation to support businesses operating at scale. Proven experience in running a hybrid product support organization globally and at scale.15+ years’ of leading national and global teams in a technology-related field, including consulting and enterprise account managementExperience in cloud-based delivery models and offer development is essential.Experience of prem to cloud would be a distinct plus.Demonstrated success in implementing innovative value-added services and relationship management for partners and customers.Significant prior experience working in a multinational environment and leading global teams.Long-term approach: strategic thinking and leadership; capacity to anticipate; ability to develop people.Experience in recruiting, developing, managing and leading large global teamsExceptional communication skills and ability to engage with stakeholders at all levels, both internally to Genesys and with external stakeholders and partnersDemonstrated ability to collaborate and influence across a matrix-style organization to achieve corporate goalsHigh Aptitude to learn quickly, assimilate to new teams and projects, provide critical thinking on new tasks and work well under pressure with appropriate attention to detailProven experience in successfully leading large global transformation programs.Negotiation and Conflict Management: Building consensus, trust, and relationships with internal and external stakeholders.Demonstrated experience in operating successfully in a matrix environment.Excellent Customer and Partner focus and credibility; ability to engage and influence at C-level.Team builder: Able to create a positive, high-energy work environment; acknowledges and rewards individual and team excellence; fair and impartial.Resilience and Perspective: the ability to stay calm and operate effectively under stress.Compensation:Market competitive salary with an anticipated base compensation range of $245,700 - $482,300. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location#LI-GA1Compensation:This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities. $0.00 - $0.00Benefits:Medical, Dental, and Vision Insurance. Telehealth coverageFlexible work schedules and work from home opportunitiesDevelopment and career growth opportunitiesOpen Time Off in addition to 10 paid holidays401(k) matching programAdoption AssistanceFertility treatmentsMore details about our company benefits can be found at the following link: https://mygenesysbenefits.comIf a Genesys employee referred you, please use the link they sent you to apply.About Genesys:Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service™ our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. 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.
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