Senior Customer Success Manager - Japan

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.

About the Role

As Senior Customer Success Manager, you will be responsible for establishing life-long relationships between Genesys and Genesys’ customers in the Enterprise segment by advising and equipping them to achieve their customer experience (CX) vision.

You will act as the customer’s advocate and champion throughout their journey with Genesys. You 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.

You will also work closely with related functions in Genesys to ensure customer onboarding, retention, and revenue growth.

What You’ll Be Doing:

• Manage a portfolio of enterprise customers serving as their primary business point of contact with high-touch engagement throughout their CX journey

• Identify and develop upsell/cross sell opportunities for the Genesys solution portfolio across the allocated customer and Partner base

• 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 continuously improve customer advocacy
  measures (e.g., promoting community sites, planning and managing events for existing customers).

• 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:

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

We’d Love to Hear From You!

• 8+ years’ experience in a technology-related field, including consulting and enterprise account management

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

• Familiarity with CX (industry and technology) to drive consultative approach to customer interactions a plus

• Excellent ability to build relationships

• Ability to manage/multi-task multiple actions across assigned customer base

• Excellent interpersonal and 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 online communities and social media platforms

• Technical aptitude to learn telecom, reporting, and our software technologies

• Languages: Native/Fluent Japanese and Business level English language proficiency (written and speaking)

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 Japan.

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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.