Director, Customer Success

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?Director, Customer SuccessThe goal of the Director, Customer Success (the Director) is to lead a team of Customer Success Managers (CSMs) focusing on the growth and retention of Genesys’ customers. Your goal is to coach, develop, manage and enable the Customer Success Managers in support of their responsibilities.You will lead our customer success team to deliver exceptional customer experiences and drive business value for our customers as they advocate and champion their customers’ journeys, orchestrate the right strategies, products, and services to help customers rapidly realisetheir business outcomes.The Director will work closely with leaders from other Genesys business functions to ensure a One Genesys approach to customer success.This role opens opportunities for applicants based in Sydney or Melbourne What You’ll Do:The primary responsibilities for this role include (but are not limited to).Lead their team as they manage a portfolio of customers, guiding them to apply a consistent approach for success management, and providing executive oversight, as necessary.Coach their team to apply ‘empathy in action’, to understand customers’ business value drivers, success criteria, and KPIs in order to develop and execute Customer Success Plans (actionable blueprints by which Genesys and customers can achieve mutual success).Support their team in helping customers achieve their business outcomes by consuming and adopting relevant Genesys’ products, services, and best practices.Conduct a regular talent review cadence with their team to ensure ongoing development and progress toward agreed-upon career goals and objectives.Enable their team to drive customer reference-ability and advocacy, and to drive participation in key engagement activities such as Customer Advisory Board, Customer Roundtable, etc.Coach their team to apply proactive risk management for customer sentiment, and to turn a risk or potential risk into an opportunity to delight, retain and grow customers.Establish relationships with other team leaders, defining roles, responsibilities, and 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. You’ve been there and done this… 2+ years’ experience in a SaaS CSM people management role.Substantial experience working as a Customer Success Manager in a fast-growing SaaS company.Bachelor’s or advanced degree in technology- or business-related field.Familiarity with CX (industry and technology) to lead a consultative approach.Fostering an environment of teamwork and collaboration.Ability to thrive in a dynamic environment.Excellent interpersonal, presentation skills – both written and verbal.Ability to consistently maintain a positive and resilient attitude.Leadership profile that unifies, influences, and motivates cross-functional teams in an empathic manner.Experience in identifying opportunities to expand the reach of the Genesys CX portfolio within the customer journey.Experience building and managing customer expansion and sales pipeline.Proficient with productivity tools including PowerPoint/Excel/Word, CRM tools such as Salesforce and Gainsight, and on-line communities and social media platforms.Be able to travel up to 30% of the time to customer meetings or remote offices.Please note that Genesys will not accept resumes from agencies at this time.To be eligible to apply for this role you must have work rights in Australia.#LI-JM1#LI-HybridAbout 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.