Customer Success Manager

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

#LI-Hybrid

The goal of this Customer Success Manager (CSM) role is to establish a life-long relationship between Genesys and Genesys’ customers in the Commercial and Mid-Market segment by advising and equipping them to achieve their customer experience (CX) vision. 

Key Responsibilities

They are the customer’s advocate and champion throughout their journey with Genesys. They 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 Duties

In this role, the primary responsibilities will include (but are not limited to):

• Manage a portfolio of customers serving as their primary business point of contact throughout their CX journey. 
• Understand customers’ business value drivers, success criteria, and KPIs to develop Customer Success Plans (actionable blueprints by which the Genesys Advisor 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 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

• 4+ years’ experience in a technology-related field in positions where business interactions with customers are required. 
• Bachelor’s Degree in a technology- or business-related field. 
• Familiarity with CX (industry and technology) to drive consultative approach to customer interactions.
• Previous experience with Genesys is a plus.
• COPC certification is a plus.
• Strong ability to build relationships and proactive engagement using digital touch capabilities. 
• 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 the changing needs of customers. 
• Experience with productivity tools including PowerPoint/Excel/Word, CRM tools such as Salesforce and Gainsight, and on-line communities and social media platforms. 
• Travel  30% 

Skills and Competencies

• Analytics Mindset.
• Translate data analysis into customer business impacts - Ability to translate insights from data into customer business impacts (e.g., unrecognized value, operational underperformance, etc.).
• Foundational Product Skill.
• Understands how the adoption of products relates to key business outcomes - Ability to prescribe the adoption and use of product features/functionality and related services to the achievement of key customer business outcomes.

How we Think

• Customer Focus – Building strong customer relationships and delivering customer-centric solutions.
• Balancing the needs of multiples stakeholders – Anticipating and balancing the needs of multiple stakeholders.
• Strategic Mindset – Seeing ahead of future possibilities and translating them into breakthrough strategies. Thinking forward and demonstrating thought leadership in CX domain and customer business needs.

How we Own It

• Ensures Accountability – Holding self and others accountable to meet commitments.
• Plans and Aligns – Planning and prioritizing work to meet commitments aligned with organizational goals.
• Action oriented – Taking on new opportunities and tough challenges with a sense of urgency, high energy and enthusiasm.

How we Interact

• Collaborates – Building partnerships and working collaboratively with others to meet shared objectives.
• Manages Conflict – Handling conflict situations effectively with a minimum of noise.
• Active listener – Focuses on the person speaking with the intent of understanding versus self-focus and control.
• Communicates Effectively – Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Organizational Savvy – Maneuvering comfortably through complex policy, process and people related organizational dynamics.

How we Show Up

• Instills Trust – Gaining the confidence and trust of others through honesty, integrity and authenticity.
• Situational Adaptability – Adapting approach and demeanor in real time to match the shifting demands of different situations.

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 reach out to [email protected]. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent 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 equity 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.