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.ABOUT THE ROLE We are looking for a talented professional who is undeniably great at converting customers to fans and building an engaged customer community. Ultimately, your purpose is this: You are the face of the Genesys Customer Advocacy Program and community for Japan, engaging with customers on a daily basis, ensuring a positive, valuable experience. You will focus on fostering relationships that drive value in their solution adoption through content, programming and in-person and virtual customer events. You have a proven track record of charisma with customers and best-in-class virtual and in-person community engagement. You have stellar interpersonal and communication skills and love creating spaces for customers to connect and learn – which in turn influences customer retention, solution adoption and value. Ideally, you have Genesys or CCaaS technical know-how and enjoy coordinating with product and support experts to provide the best verified answers to community questions. You have a roll-up-your-sleeves attitude to serve and support your internal and external customers. OUR TEAM MISSION Our mission is to convert our customers to advocates for life. We cultivate new advocates and amplify their stories for they are the heroes of our story -- and our most powerful sales and marketing asset. We grow an active and enthusiastic community of advocates that fuel smart strategies, bold innovations and big results for us and each other by sharing ideas and lessons learned in customer and employee experience. We measure our success in pipeline, booking and renewal influence, customer program engagement/feedback, and advocacy community/reference participation. HOW WE WORK Our team is highly collaborative. We embrace change, work hard, trust each other, focus on progress over perfection and prioritize what moves the needle. To go big, we say no to the status quo and try new things constantly. We dare to fail, listen, learn and grow as a team to continuously raise the bar. We are a corporate family. We thrive on openness, authenticity, caring and belonging. YOUR FUTURE DAY-TO-DAY RESPONSIBILITIES Cultivate new advocates Lead formal networks with sales, marketing and customer success leadership in Japan to understand sales pipeline needs, key wins and implementation milestones in order to prioritize and pursue our next-best Japanese customer advocates Create and execute on reliable and trustworthy customer engagement plans for acts of advocacy with key personas in our Japanese customer base. Amplify customer momentum Drive a strategic and coordinated effort amongst leadership in Japanese marketing, sales, partners and the advocacy community to showcase customer stories in local events, cross-channel campaigns, reference activities, PR/media and sales/CSM enablement that illustrate bold vision, innovation and results from Genesys solutions. Challenge tried-and-true B2B customer marketing and community engagement tactics with new ideas that set us apart, win more advocates and inspire our customers, prospects, partners and ourselves. Grow an engaged community Manage, moderate and grow the Genesys Community for the Japanese market with heavy cross-functional collaboration and alignment on the needs of our customers and customer success strategy Write engaging discussion replies in the Japanese Genesys Community Forum, requiring clear explanation of Genesys Cloud data and concepts while identifying best answers that support self-service and product support case deflection Demonstrate written and verbal communication skills, including techniques to persuade and negotiate and the ability to articulate alternative approaches. Coordinate a centralized process for invitations, follow-up communications, speakers and agenda topics for in-person and virtual Japanese user groups and executive roundtables Create compelling, innovative and rewarding community content in the Influitive GCAP platform through translated activities, events and content Measure and optimize Contribute to the global strategy for customer advocacy and community engagement at Genesys Track the impact of Japanese customer advocacy activities on customer growth, retention and financial outcomes related to growing and engaged community and communicate these impacts to senior leadership in Genesys. Make data-driven improvements to boost and scale the efficiency and effectiveness of your Japanese community, capture and amplify strategy. YOU CAN CHECK OFF THESE REQUIREMENTS BOXES Fluent in both Japanese and English 5-7 years of relevant customer advocacy, customer success or community management expertise Genesys or other CCaaS software expertise (highly preferred)Exceptional organizational skills with the ability to manage multiple projects simultaneously Strong ability to plan and coordinate people and operations across different departments Data-driven with the knowledge to leverage analytics to inform decision-making Excellent communication skills with impressive writing and presentation skills Takes initiative and makes decisions quickly Proven track record for recruiting, motivating and engaging customers Comfortable engaging with decision makers at any level of an organization Experience delivering online and in-person customer events and forums Bachelor’s degree in business, communications, marketing, regional studies or equivalent Specific experience with Influitive, Salesforce, Google Analytics and/or Pendo is a plus Please note that Genesys will not accept resumes from agencies at this time.To be eligible to apply for this role you must be legally permitted to work in Japan.#LI-JM1#HybridIf 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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