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?Digital Customer Success - Customer Journey Specialist Location: Flexible but prefer Genesys hubSummary: The Customer Journey Specialist is an important role in helping drive Genesys’ adoption, growth, and retention across its customer base of smaller customers to ensure they receive the maximum value from the Genesys Cloud CX platform (GC CX). This role will be directly responsible for defining, implementing, and measuring the impact of the digital customer success efforts aligned to the customer journey, guiding customers from onboarding through adoption, expansion and renewal.You’ll partner within the gCSM team and cross-functionally to identify growth opportunities and downside risks in the customer journey, and then build automated and scalable engagement models for smaller customers that don’t have a named, assigned CSM. In addition, you’ll build strong relationships with Sales, Marketing, Product, CS Operations and other Genesys teams to ensure we have the right data and insights to deliver outstanding Customer Experience with minimum personal engagement.Your contribution will be to:Define, implement, and measure the performance of scalable and digital engagement programs for large numbers of smaller customers to mitigate risks and to drive product(s) adoption, customer retention, organic growth, and upsell/cross-sell opportunities for the Sales teams.Lead the creation of scalable and automated processes that accelerate the adoption of the GC CX platform and help customers maximize the value from their investment. These efforts will include trigger-based nurture and risk management programs that provide personalized guidance for customers, based on the data and insights we have for each account.Design and develop customer journeys and CSM playbooks for 1:Many and 1:Few engagement.Work with customers to gather feedback to help optimize their Genesys experience.Identify moments of truth in the customer’s journey and the key elements that help or hinder their ability to quickly develop and deploy solutions on the GC CX platform.Measure customer satisfaction and sentiment at key moments of truth throughout the customer journey, and use that data to drive continuous program improvement.Define, measure, and communicate the value of Genesys to customers at strategic moments on the customer journey.Collaborate with gCSM team members and cross-functionally to identify and use resources created by others and to align with Marketing, Sales, and Product initiatives.Report regularly on the effectiveness of activities and provide prioritized recommendations on program enhancements.To be successful we think you need:Ability to search deeply for insights from dataStrong analytical and problem-solving skillsCustomer-centric mindset and empathyAbility to build relationships across internal functions and influence others through collaborationHigh level of integrity and personal ethicsExperience in developing initiatives to nurture customers & systematically drive adoption at scaleUnderstanding of and ability to work with the GC CX platform as our customers doExperience with Salesforce, Gainsight, Excel, and Tableau, and other tools to capture, analyze and report data, and to manage programsBias for action - move quickly and navigate around blockersAbility to gather meaningful feedback and adapt quicklyHighly analytical and data-drivenMinimum Qualifications5 years experience in SaaS, software, IT or contact center industry2 years experience working with Genesys Cloud SaaS offers, or equivalent/competitive SaaS offerExperience with digital marketing and outreach campaignsExperience managing large datasets and extracting insights through data analysisExcellent 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 platformsBachelor’s Degree, or equivalent experience. MBA is a plus.Experience in working with a team to identify process failures and improvements, and continuously improve business processes Compensation and Benefits: Market competitive salary with an anticipated base compensation range of $63,000– $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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