Sr. 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.

Job Description:

The goal of this 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. 
Department & Team: Customer Success
Reports to: Sr Manager Customer Success
Location: Colombia

Summary: Positions in this job family specialize in using deep industry and business process to increase Genesys' product adoption and utilization.
Activities include:
- Identifying and supporting client satisfaction and retention activities, as well as opportunities for additional revenue through upselling and cross-selling;
- Handling escalations and coordinating across other functional areas to ensure customer needs are met;
- Building post-sales relationships with customers to drive and increase adoption and utilization of products and services;
- Supporting customers to define product / services KPIs expected of customer team;
- Monitoring customer success in using Genesys's products / services; Providing access to technical leadership for client escalations.
 

Position Purpose

The goal of this 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. 

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

• +7 years’ experience in a technology-related field 

• Knowledge in Genesys & Call Center is a plus

• COPC certified is a plus

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

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

• 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

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.

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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.