Customer Success Operations Analyst

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?Customer Success Operations AnalystReports to:  Manager, Customer Success, and Services OperationsFunction/PurposeWe are looking for a customer-focused individual to join our Customer Success Operations Customer Care team.  The Customer Success Operations Analyst is a key role in the delivery of our products and services, providing timely, empathetic, and high-quality support to customers and partners.The CSS Ops Analyst works collaboratively within the team and across our organization to address administrative customer needs.  Success in this role requires a passion for customer care, communication, task management, and a motivation to improve customer experience and satisfaction with Genesys products and services.ResponsibilitiesProvides day-to-day end-user support for Genesys products and services, ensuring requests are served in a timely and accurate manner; use of Genesys systems/tools through CS Operations and Global Help Desk is essential.  Work type can include:Activate and manage portal access for customers and partnersPerform Contact account management and support (create contacts, approval/authorization, troubleshooting)Create, run, and analyze Microsoft Excel reportsDeliver an excellent customer experience, fulfilling our promise for empathetic and timely care; meet and exceed Customer Success Operations support KPIs and SLAsCollaborates cross-functionally with others, such as Order Management, Licensing, and Onboarding teams to achieve shared objectives and drive successful business outcomes.Monitor system performance of Customer Success owned systems—such as SFDC, data integrity, and user activity to make recommendations on continuous improvementsSupports the Customer Success Operations and IT Teams with user acceptance testing to roll out additional functionality to improve processes and delivery of servicesAbility to produce and maintain quality documentationAssists with other duties related to the day-to-day operations of Customer Success Operations, as neededRequirements: Skills & ExpertiseExcellent customer care, with a proven ability to identify and interpret customer needs with accuracy; understanding, and delivering with empathyStrong interpersonal and communication skills including, written, verbal, and listening skills to interact with customers and varying technical and/or management colleagues; can explain complex processes in a way that customers understandAbility to multitask and manage priorities with strong attention to detailAbility to work well in a team environment to complete tasks effectively and efficientlyExhibits good judgment in handling critical issues and deciding when escalation is required; remains professional and positive while handling stressful situationsResults-oriented and persistent in accomplishing objectives despite obstacles and challengesAbility to perform duties independently with general supervision, managing workload, and acting with a clear sense of ownershipExperience with support systems and support/help desk procedures; Salesforce experience preferredKnowledge of Microsoft Office Suite with advanced skills in MS Excel (pivot tables and V-Lookup)Requirement: Education and Work ExperienceBachelor's degree in a related area and 2-4 years of related work experienceExperience using and administering help/support desk systems (Salesforce experience preferred; certification a plus)MS Office Suite#LI-DD1#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.