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 Description: Genesys Customer Success ManagerJob Title: Sr. Customer Success ManagerDepartment & Team: Customer Success & Services > Customer Success ManagementReports to: Erik ContrerasLocation: RemotePosition PurposeThe goal of this Genesys Customer Success Manager role is to establish a life-long relationship between Genesys and Genesys’ customers in the Enterprise segment by advising and equipping them to achieve their customer experience (CX) vision. Key ResponsibilitiesThey are the customer’s advocate and champion throughout their journey with Genesys. They 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. They work closely with related functions in Genesys to ensure customer onboarding, retention, and revenue growth. Responsibilities / Job DutiesIn this role, the primary responsibilities will include (but are not limited to):Manage a portfolio of enterprise customers serving as their primary business point ofcontact with high-touch engagement throughout their CX journey Understand customers’ business value drivers, success criteria, and KPIs to develop CustomerSuccess Plans (actionable blueprints by which the Genesys Customer Success Manger and customers can achieve mutual success) Link and prescribe the adoption and use of product features/functionality and services to theachievement of key customer business outcomes Establish a regular cadence of Executive Business Reviews with the customer to track progresstowards 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 thecustomer 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 Required Qualifications5+ years’ experience in a technology-related field, including consulting and enterprise accountmanagement Bachelor’s Degree in a technology- or business-related field Familiarity with CX (industry and technology) to drive consultative approach to customerinteractions Strong ability to build relationships 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 Leadership profile that unifies, influences, and inspires cross-functional teams to meet thechanging needs of customers Experience with productivity tools including PowerPoint/Excel/Word, CRM tools suchas Salesforce and Gainsight, and on-line communities and social media platforms Travel <30% BenefitsMarket competitive salary with an anticipated base compensation range of $81,250– $125,000. 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 treatmentsMore 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. $81,250.00 - $168,750.00Benefits: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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