Senior Customer Success Manager

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?Senior Customer Success ManagerThe goal of this Customer Success Manager (CSM) role is to establish a lifelong relationship between Genesys and Genesys’ customers by advising and equipping them to achieve their customer experience (CX) vision.As the CSM you are the customer’s advocate and champion throughout their journey with Genesys.You will recommend, orchestrate, and ensure adoption of the right strategies, products, and services to help customers rapidly realise their business outcomes. Working closely with related business functions in Genesys to ensure customer onboarding, adoption, retention, and revenue growth.What You’ll Do: The primary responsibilities for this role include (but are not limited to).Manage a portfolio of customers serving as their primary business point of contact throughout their CX journeyUnderstand customers’ business value drivers, success criteria, and KPIs to develop Customer Success Plans (actionable blueprints by which the Customer Success Manager and customers can achieve mutual success)Prescribe the adoption and use of product features/functionality and services to the achievement of key customer business outcomesEstablish a regular cadence of Executive Business Reviews with the customer to track progress towards their stated business objectivesDrive continuous improvement of customer advocacy measuresPrepare and deliver territory plans to define account strategies and align resourcesEstablish 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 possibleProfessional Services to ensure that implementations progress smoothly to go-liveRenewal Managers to drive strong forecasting and renewal practices that deliver high retention rates and growth of recurring revenueSales to identify cross-sell/up-sell opportunities and drive incremental bookingsAd-hoc duties as directed by ManagementTake on and assist in driving internal strategic initiatives and continuous improvement programs.You’ve been there and done this…6+ years experience in a technology-related fieldBachelor’s Degree in a technology- or business-related fieldFamiliarity with CX (industry and technology) to drive consultative approach to customer interactionsStrong ability to build relationships and proactive engagement using digital touch capabilitiesAbility to manage/multi-task multiple actions across assigned customer baseExcellent interpersonal, presentation skills – both written and verbalPositive attitude and high willingness to learnLeadership profile that unifies, influences, and inspires cross-functional teams to meet the changing needs of customersExperience with productivity tools including PowerPoint/Excel/Word, CRM tools such as Salesforce and Gainsight, and on-line communities and social media platformsPlease 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 New Zealand.#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.