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 descriptionSummary of Position: The Genesys TAM Organization is currently seeking best in class talent for the TAM ESP (Escalation Solutions Project) by supporting our accounts that require focused and tactical solutions before they evolve into escalations and poor customer satisfaction. As a member of the TAM ESP team, your primary role is to identify and eliminate customer escalations to Senior Management by identifying early triggering events in a customer’s life cycle. You will utilize a wide set of analytic data and KPIs to build a thorough profile and understanding of each assigned customer in their journey. Your goal is to ultimately eliminate or reduce escalations to Genesys Executives through accelerated call to action items to help maintain customer satisfaction. You will work closely with all appropriate Genesys support and operations teams to assign accountability and action items to each issue. You will work and provide each TAM or CSM with a report on how each of the issues need to be managed and resolved. Responsibilities: · The primary responsibility is to identify potential escalations for your assigned accounts by review and analyzing customer trends for preventive measures and continuous improvement opportunities· Work with key players within the Genesys organization to identify, understand and document the path to resolution on each triggering event· Provide and collaborate with the account team by supplying them with detailed action plans that will allow them to manage each issue.· Ensure all parties are accountable and deliver assigned tasks· Detailed tracking and oversight of all Genesys deliverables for each Customer· Track progress on each customer’s action plan to ensure each item is closed· Populate and actively utilize Technical Success Plan for each assigned Customer· Develop and implement proactive internal notification processes· Customer retention through effective management of escalationQualifications/Requirements: · BA/BS Degree (or equivalent) · Minimum of 3 years of relevant work experience in one or more areas: Customer Success, Contact Center Management, Product or Care Support· Proven experience with executive level escalations and risk management processes and procedures. · Ability to manage/resolve conflicts by demonstrating genuine empathy, deep respect and cordial appreciation. · Strong experience in:· Salesforce reporting· Excel· PowerPoint· Tableau· Professional oral and written communication skills. · Effective presentation skills to all management levels. · Demonstrate ability to write executive level summaries, document and track meeting minutes, monitor delegated tasks, and reporting to the stakeholders. · Must have established project management skills and ability to handle several parallel assignments. · Function in collaborative team approach to achieve clearly defined goals and objectives. · Also required are abilities to: o Work well in a Global and Cross functional team o Handle and be trusted with confidential and/or sensitive information o Work flexible hours as necessary o Be a proactive, innovative thinker o Stand out as a leader and ownero Ability to “Close the loop”#LI-DD1#LI-Hybrid 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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