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?Customer Success Manager (gCSM) SingaporeThe goal of the Global Customer Success Manager (gCSM) role is to establish a life-long relationship between Genesys and Genesys’ Partners, and their end-customers in the mid-market and SMB segments to improve product adoption, embracing value realisation initiatives and eventually managing the revenue retention through timely renewals, thereby charting a journey to achieve their CX goals and vision.Southeast Asia (SEA) for Genesys is a Partner-driven market for Genesys Cloud CX solution, and so this role’s objective is to work with the end-customers of the Partner, but through the Partner. The gCSM is the Partner’s end-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 realise their business outcomes.The gCSM orchestrates customer journey using pre-defined methodologies, self-service and blending automation and personal touch to deliver customer success to many of our customers.You will work closely with related functions in Genesys and the Partner ecosystem to ensure end-customer onboarding, retention, and product adoption. Like the CSMs from the Enterprise teams, the gCSMs will drive the CS objectives through Partner engagements as the gCSM is expected to handle customers@scale, which means they will have a larger portfolio of Indirect end-customers to manage.The gCSM will drive these Partner driven engagements through a thorough data driven approach, the insights which are derived from end-customer’s usage data of the product.What You Can Bring to GenesysWork with a pod of other gCSMs to ensure the success of a large portfolio of Customers; Primarily build an engagement model with the Partner ecosystem to drive accurate renewals, detect risks proactively and identify growth opportunities with the end-customers (Direct or Indirect)Proactively monitor the overall health of the portfolio as it relates to customer engagement and customer successUnderstand customers’ business value drivers, success criteria, and KPIs to develop Customer Success Plans (actionable blueprints by which the gCSM 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 outcomesCommunicate effectively with customers using digital channels: chat, SMS, email, community, and social mediaDrive 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.You have been there and done this…1-5 years’ experience in a technology-related field Bachelor’s Degree in a technology- or business-related field Experience in collaborating with a team to identify process failures and improvements, and continuously improve business processesStrong ability to build relationships and proactive engagement using digital touch capabilities with Direct customers and with Partners (for Indirect customers)Ability to manage/multi-task multiple actions across assigned customer baseAbility to thrive in a dynamic environmentExcellent interpersonal, presentation skills – both written and verbalPositive attitude and high willingness to learnExperience with productivity tools including PowerPoint/Excel/Word, CRM tools including Salesforce and Gainsight, and on-line communities and social media platformsTravel <10%It is an advantage if the applicant understands cloud SaaS product knowledge, business and deployment models. Additionally, it would be beneficial if the applicant understands partner-led customer management scenarios;Language skills:1. English (mandatory)2. Mandarin, Hokkien, Cantonese (Preferred)3. Other SEA languages (good to have)Please note that Genesys will not accept resumes from agencies at this time. To be eligible to apply for this role you must be legally permitted to work in Singapore#LI-JM1#LI-HybridIf 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.