Global 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?Job Title: Global Customer Success ManagerLocation: Manila, PhilippinesJob Summary: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 Responsibilities:The 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 Duties:In 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 Customer Success 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 reference ability 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 Qualifications:·3 years’ experience in a technology-related field ·Bachelor’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 on-line 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;Skills and Competencies:Analytical Mindset·Analyze data - Ability to identify patterns, trends and insights through dataFoundational Product Skill·Product Knowledge – Knowledge of key features/functionality and major project lines·Understands how the adoption of products relates to key business outcomes - Ability to prescribe the adoption and use of product features/functionality and related services to the achievement of key customer business outcomesHow we Think·Balancing the needs of multiples stakeholders – Anticipating and balancing the needs of multiple stakeholdersHow we Own It·Ensures Accountability – Holding self and others accountable to meet commitments·Optimizes work processes – Knowing the most effective and efficient processes to get things done, with a focus on continuous improvementHow we Interact·Collaborates – Building partnerships and working collaboratively with others to meet shared objectives·Manages Conflict – Handling conflict situations effectively with a minimum of noise·Active listener – Focuses on the person speaking with the intent of understanding versus self-focus and control·Communicates Effectively – Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences·Organizational Savvy – Maneuvering comfortably through complex policy, process and people related organizational dynamics·How we Show Up·Instills Trust – Gaining the confidence and trust of others through honesty, integrity and authenticity·Nimble learning – Actively learning through experimentation when tackling new problems, using experiences from both success and failures#LI-Hybrid#L1-GF1About 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.