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?The goal of this senior role is to lead a team that manages the relationship between Genesys and Genesys’ customers advising and equipping them to achieve their customer experience (CX) vision. The Customer Success Managers (CSMs) are the customer’s advocate and champions 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. The successful candidate has led global teams of highly skilled, customer facing individuals and a track record of success developing reciprocal partnerships across all internal and external stakeholders, designing and communicating strategies that deliver our desired business outcomes. Negotiating commercial terms within complex organizations and multiple stakeholders is a plus.This leader mentors the team to build strong relationships with complex and fast paced customers. The role will be measured based on several goals and metrics, including gross and net renewals.ResponsibilitiesIn this role, the primary responsibilities will include (but are not limited to): Lead a team that supports a portfolio of enterprise, commercial-midmarket and retail customers serving as their primary business point of contact with high-touch engagement throughout their CX journey Understand customers’ business value drivers, success criteria, and KPIs to develop Customer Success Plans (actionable blueprints by which the Genesys 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 Establish a regular cadence of Executive Business Reviews with the customer to track progress towards their stated business objectives Drive customer reference ability 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 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 Required Qualifications 10+ years’ leadership experience in a technology-related field, including consulting and enterprise account management Bachelor’s Degree in a technology- or business-related field Familiarity with CX (industry and technology) to drive consultative approach to customer interactions If a Genesys employee referred you, please use the link they sent you to apply.About 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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