Customer Success Manager

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

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.

Customer Success Manager

The goal of this Customer Success Manager (CSM) role is to engage in one-to-many activities aimed at establishing a long-term relationship between Genesys, its partners, and their end-customers in the mid-market and SMB (small to medium business) segments.

This includes promoting product adoption, driving value realization initiatives, and managing revenue retention through timely renewals. These efforts will guide customers toward achieving their customer experience (CX) goals and vision. While various approaches will be directly targeted at existing customers, many customers in Australia are via Partners and so this also requires involve close collaboration with partners.

As a CSM, you will serve as the advocate and champion for mid-market and SMB customers, supporting them throughout their journey with Genesys. You will leverage automation and technology to recommend and coordinate the adoption of appropriate strategies, products, and services, helping customers rapidly achieve their business outcomes. By utilizing a pre-defined methodology, self-service, and a combination of automation and personal touch, you will guide the customer journey and deliver customer success to a large number of customers. Additionally, you will collaborate with the Enterprise CSM team to plan and manage initiatives that deliver valuable information to existing customers through various methods. As a CSM, you are expected to manage a large portfolio of both direct and indirect customers.

What You’ll Do:

• To ensure the success of a large customer portfolio (around 80-100 individual accounts), monitor current trends and provide suggestions and information to encourage further engagement through email marketing, events, and community sites.

• Coordinate activities aimed at end-users with partners and lead necessary support activities for partners to identify growth opportunities with end-customers.

• Host regular review meeting with partners for their customers and define high level growth plans with each partner

• Host regular business reviews with assigned accounts, discussing the customer’s Success Plan.

• Monitor and forecast renewal health, ensuring account retention and growth at point of renewal

• Proactively monitor the overall health of the portfolio as it relates to customer engagement and customer success.

• Seek account expansion opportunities for cross sell and upsell

• Direct inquiries from mid-market and SMB users to appropriate channels, resources, and promote self-service.

• Recommend the adoption and use of product features and services that align with the achievement of key customer business outcomes.

• Communicate effectively with customers using digital channels such as chat, SMS, email, community, and social media.

• Drive customer reference ability and continuously improve customer advocacy measures (e.g., GCAP program).

• Team with and establish shared accountability with adjacent functions in key points of the customer journey including, but not limited to:

  • Enterprise CSMs, and AEs to plan and propose various activities that lead to the success of mid-market and SMB users.

• Technical Account Manager to ensure that technical support for customer utilization after implementation is provided smoothly.

• 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 and partners to identify cross-sell/up-sell opportunities and drive incremental booking

You’ve Been There and Done This:

• Minimum 3+ years relevant experience in technology/IT industry

• Bachelor’s Degree in a technology or business-related field

• Experience in working with a team to identify process failures and improvements, and continuously improve business processes

• Strong 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 base

• Ability to thrive in a dynamic environment

• Excellent interpersonal, presentation skills – both written and verbal

• Positive attitude and high willingness to learn

• Experience with productivity tools including PowerPoint/Excel/Word, CRM tools including Salesforce and Gainsight, and on-line communities and social media platforms

• It would be an advantage if you understand cloud SaaS products, business and deployment models as well as experience working in Digital and AI.

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 Australia

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. 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.