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?As Senior Customer Success Manager, you will be responsible for establishing life-long relationships between Genesys and Genesys’ customers in the Enterprise segment by advising and equipping them to achieve their customer experience (CX) vision. You will act as the customer’s advocate and champion throughout their journey with Genesys. You are highly consultative, demonstrate thought leadership, and recommend, orchestrate, and ensure adoption of the right strategies, products, and services to help customers rapidly realize their business outcomes. You will also work closely with related functions in Genesys to ensure customer onboarding, retention, and revenue growth. Key ResponsibilitiesManage a portfolio of enterprise customers serving as their primary business point of contact with high-touch engagement throughout their CX journey Identify and develop upsell/cross sell opportunities for the Genesys solution portfolio across the allocated customer and Partner baseUnderstand customers’ business value drivers, success criteria, and KPIs to develop Customer Success Plans (actionable blueprints by which the Genesys Advisor 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 Establish a regular cadence of Executive Business Reviews with the customer to track progress towards their stated business objectives Drive customer referenceability and continuous improvement of customer advocacy measures (e.g., Net Promoter Score) Prepare and deliver territory plans to define account strategies and align resources Team with and establish shared 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 Skills & QualificationsIdeally, you will have:5+ years’ experience in a technology-related field, including consulting and enterprise account management Bachelor’s Degree in a tech or business-related field Familiarity with CX (industry and technology) to drive consultative approach to customer interactions a plus.Excellent ability to build relationships Ability to manage/multi-task multiple actions across assigned customer base Excellent interpersonal and presentation skills – both written and verbal Positive attitude and high willingness to learn Leadership profile that unifies, influences, and inspires cross-functional teams to meet the changing needs of customers Experience with productivity tools including PowerPoint/Excel/Word, CRM tools such as Salesforce and Gainsight, and online communities and social media platforms Technical aptitude to learn telecom, reporting, and our software technologiesLanguages: Fluent in Japanese, Business level English#LI-TW1Please 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.About Genesys:Every year, Genesys® orchestrates more than 70 billion 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.comReasonable 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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