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Customer Success Manager

1 month ago

Charlotte, United States Genesys Full time

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.

The information below covers the role requirements, expected candidate experience, and accompanying qualifications.

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.

Position Purpose

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

Key Responsibilities

As the customer's advocate and champion throughout their journey with Genesys, the CSM recommends, orchestrates, and ensures the adoption of the right strategies, products, and services to help customers rapidly realize their business outcomes. The CSM works closely with related functions in Genesys to ensure customer onboarding, retention, and revenue growth.

Responsibilities / Job Duties

  • 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.
  • Prescribe the adoption and use of product features/functionality and services to achieve key customer business outcomes.
  • Establish a regular cadence of Executive Business Reviews with customers to track progress toward their business objectives.
  • Drive customer referenceability and continuous improvement of customer advocacy measures (e.g., Net Promoter Score).
  • Prepare and deliver territory plans to define account strategies and align resources.
  • Collaborate with adjacent functions, including Onboarding Specialists, Professional Services, Renewal Managers, and Sales, to ensure a seamless customer journey.

Required Qualifications

  • 3+ years' experience in a technology-related field.
  • Bachelor's Degree in a technology- or business-related field.
  • Familiarity with CX industry and technology to drive a consultative approach to customer interactions.
  • Strong ability to build relationships and proactively engage using digital touch capabilities.
  • Ability to manage multiple actions across assigned customer base.
  • Ability to thrive in a dynamic environment.
  • 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.
  • Travel