Build something new with a world-class team.At Genesys, we allow our employees to make their mark by entrusting them to make decisions and do what they’ve been hired to do: their very best. Your potential is waiting; why are you?Location: Durham or other USA hub locationsSummary: The goal of this Customer Success Manager (CSM) role is to establish a life-long relationship between Genesys and Genesys’ customers in the mid-market and SMB segments to improve product adoption, embracing value realization initiatives and eventually managing the revenue retention through timely renewals, thereby charting a journey to achieve their CX goals and vision.Key ResponsibilitiesThe CSM is the customer’s advocate and champion throughout their journey with Genesys. They recommend, orchestrate, and ensure adoption of the right strategies, products, and services using automation and technology to help customers rapidly realize their business outcomes. The CSM orchestrates the customer journey using pre-defined methodologies, self-service, and blending automation and 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. Responsibilities / Job DutiesIn this role, the primary responsibilities will include (but are not limited to):Work with a pod of other CSMs to ensure the success of a large portfolio of customers 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 CustomerSuccess Plans (actionable blueprints by which the CSM and customers can achieve mutual success) 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 using digital channels: chat, SMS, email, community, and social media Drive customer referenceability and continuous improvement of customer advocacy measures (e.g., GCAP program)Support the Onboarding Specialist function to ensure new customers are systematically introduced into Genesys and begin to realize value as rapidly as possible Required QualificationsMinimum 3 years’ experience in a technology-related field. CX-Industry experience is a big plus Prior experience as a CSM or in a direct customer support roleBachelor’s Degree, 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 <10% It is an advantage if the applicant has an understanding of cloud SaaS product knowledge, business and deployment models. Additionally, it would be beneficial if the applicant has an understanding of partner-led customer management scenarios;Compensation and Benefits: Market competitive salary with an anticipated base compensation range of $67,700– $98,000. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location.Medical, Dental, and Vision InsuranceTelehealth coverageFlexible work schedules and work from home opportunitiesDevelopment and career growth opportunitiesOpen Time Off401(k) matching programAdoption AssistanceFertility treatments More details about our company benefits can be found at the following link: https://mygenesysbenefits.com Compensation: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. $63,700.00 - $132,300.00Benefits: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.comAbout 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 complete the Reasonable Accommodations Form for assistance. Please use the Candidate field in the dropdown menu to ensure a timely response.This form is designed to assist job seekers who seek reasonable accommodation for the application process. Submissions entered 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 diversity 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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