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.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, Spanish and ideally has a third language (French is desirable), 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 DutiesIn 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 retentionProactively monitor the overall health of the portfolio as it relates to customer engagement and customer successUnderstand customers’ business value drivers, success criteria, and KPIs to develop CustomerSuccess Plans (actionable blueprints by which the CSM, partners, and customers can achievemutual success)Engage with partners to deploy adoption plan evolving over time with business outcomesLink and prescribe the adoption and use of product features/functionality and services to theachievement of key customer business outcomesCommunicate effectively with customers and partners using digital channels: chat, SMS, email, and communityDrive customer referenceability 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 · This role is open to candidates based in Madrid and Galway locations· Minimum 4 years experience in a technology-related field· Prior experience as a CSM or in a direct customer-facing role· Language Fluency: English and Spanish are required. French is also desired.· University Degree in a technology or business-related field, or equivalent experience· Experience in 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 Travel · Understanding of cloud SaaS product knowledge, business and deployment models· Experience in B2B environment involving Partners and partner-led customer relationshipsSkills And Competencies Analytical MindsetAnalyze data - Ability to identify patterns, trends and insights through dataFoundational Product SkillProduct KnowledgeKnowledge of key features/functionality and major project linesUnderstands 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 ThinkBalancing the needs of multiples stakeholders – Anticipating and balancing the needs of multiple stakeholdersHow we Own ItEnsures Accountability – Holding self and others accountable to meet commitmentsOptimizes work processes – Knowing the most effective and efficient processes to get things done, with a focus on continuous improvementHow we InteractCollaborates – Building partnerships and working collaboratively with others to meet shared objectivesManages Conflict – Handling conflict situations effectively with a minimum of noiseActive listener – Focuses on the person speaking with the intent of understanding versus self-focus and controlCommunicates Effectively – Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiencesOrganizational Savvy – Maneuvering comfortably through complex policy, process and people related organizational dynamicHow we Show UpInstills Trust – Gaining the confidence and trust of others through honesty, integrity and authenticityNimble learning – Actively learning through experimentation when tackling new problems, using experiences from both success and failures#LI-MC1If 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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