Genesys empowers more than 8,000 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.Position PurposeThe goal of the Sr. Director, Customer Success role is to lead a team of Customer Success Managers (CSMs) focusing on the growth and retention of Genesys’ customers. Their goal is to coach, develop, manage, and enable the Customer Success Managers in support of their responsibilities. Key ResponsibilitiesThe Sr. Director leads and works with their team of CSMs as they advocate and champion their customers’ journeys and orchestrate the right strategies, products, and services to help customers rapidly realize their business outcomes. The Sr. Director works closely with leaders from other Genesys functions to ensure a One Genesys approach to customer success.In this role, the primary responsibilities will include (but are not limited to):Lead their team as they manage a portfolio of customers, guiding them to apply a consistent approach for success management, and providing executive oversight, as necessary. Coach their team to apply ‘empathy in action’, to understand customers’ business value drivers, success criteria, and KPIs to develop and execute Customer Success Plans (actionable blueprints by which Genesys and customers can achieve mutual success) Support their team in helping customers achieve their business outcomes by consuming and adopting relevant Genesys’ products, services, and best practices. Ability to drive the team to achieve multiple objectives all related to customer health and growth and do that in synchrony with other internal and external areas. Ability to manage complex technical/business situations with a solving problem attitude and tireless devotion to customers.Conduct a regular talent review cadence with their team to ensure ongoing development and progress toward agreed-upon career goals and objectives. Enable their team to drive customer reference-ability and advocacy, and to drive participation in key engagement activities such as Customer Advisory Board, Customer Roundtable, etc Coach their team to apply proactive risk management for customer sentiment, and to turn a risk or potential risk into an opportunity to delight, retain and grow customers.Establish relationships with other team leaders, defining roles, responsibilities, and accountability with adjacent functions in key points of the customer journey including, but not limited to: Onboarding Specialists to ensure new customers are systematically introduced into Genesys and begin to realize value as rapidly as possible. 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. Minimum Requirements:Required Qualifications8+ years’ experience in a SaaS CSM people management roleSubstantial experience working as a Customer Success Manager in a fast-growing SaaS company.Bachelor’s or advanced degree in technology- or business-related field Familiarity with CX (industry and technology) to lead a consultative approach. Fostering an environment of teamwork and collaboration Ability to thrive in a dynamic environment. Excellent interpersonal, presentation skills – both written and verbal Ability to consistently maintain a positive and resilient attitude. Leadership profile that unifies, influences, and motivates cross-functional teams in an empathic manner. Experience in identifying opportunities to expand the reach of the Genesys CX portfolio within the customer journey. Proficient with CRM tools such as Salesforce and Gainsight, productivity tools including PowerPoint/Excel/Word, and on-line communities and social media platforms. Travel ~30% of the time Skills and CompetenciesAnalytics MindsetTranslate data analysis into customer business impacts - Ability to translate insights from data into customer business impacts (e.g., unrecognized value, operational underperformance, etc.)Foundational Product SkillUnderstands how the adoption of products relates to key business outcomes - Ability to prescribe the adoption and use of product features/functionality and related services to the achievement of key customer business outcomesHow we ThinkCustomer Focus – Building strong customer relationships and delivering customer-centric solutions.Balancing the needs of multiples stakeholders – Anticipating and balancing the needs of multiple stakeholdersStrategic Mindset – Seeing ahead of future possibilities and translating them into breakthrough strategies. Thinking forward and demonstrating thought leadership in CX domain and customer business needsHow We Own ItEnsures Accountability – Holding self and others accountable to meet commitments.Plans and Aligns – Planning and prioritizing work to meet commitments aligned with organizational goals.Action-oriented – Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.How We InteractCollaborates – Building partnerships and working collaboratively with others to meet shared objectives.Manages Conflict – Handling conflict situations effectively with a minimum of noise.Active listener – Focuses on the person speaking with the intent of understanding versus self-focus and control.Communicates Effectively – Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.Organizational Savvy – Maneuvering comfortably through complex policy, process and people related organizational dynamics.How We Show UpInstills Trust – Gaining the confidence and trust of others through honesty, integrity, and authenticity.Situational Adaptability – Adapting approach and demeanor in real time to match the shifting demands of different situations.#LI-CP1 #LI-Remote #LI-HybridCompensation: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. $155,150.00 - $304,550.00Benefits: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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