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Senior Customer Success Manager

2 months ago

Portland, United States Genesys Cloud Services, Inc. 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.

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 job

Genesys empowers more than 7,500 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.

Position Purpose

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

Key Responsibilities

CSMs are the customer's advocate and champion throughout their journey with Genesys. They 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. 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 enterprise customers serving as their primary business point of contact with high-touch engagement throughout their CX journey
  • Understand customers' business value drivers, success criteria, and KPIs to develop Customer Success Plans (actionable blueprints by which the Genesys Customer Success Manger and customers can achieve mutual success)
  • 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
  • Track and monitor adoption and facilitate renewal within assigned accounts. Put plans in place to avoid downsells or non-renewal
  • Drive customer referenceability and continuous improvement of customer advocacy measures (e.g., Net Promoter Score)
  • Proactively identify potential business leads for further Genesys business opportunities to support account growth, upsell and expansion
  • 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: 1) Onboarding Specialists to ensure new customers are systematically introduced into Genesys and begin to realize value as rapidly as possible, 2) Professional Services to ensure that implementations progress smoothly to go-live, 3) Renewal Managers to drive strong forecasting and renewal practices that deliver high retention rates and growth of recurring revenue, 4) Sales to identify cross-sell/up-sell opportunities and drive incremental bookings

Required Qualifications

  • 5+years of experience inatechnology-related field, including consulting and enterprise account management
  • Bachelor's Degreein a technology- or business-related field
  • Successful sales track record within a SaaS organization
  • Extremely strong customer-facing skills, including ability to present to C-level and build relationships
  • Ability to manage/multi-task multiple actions across assigned customer base
  • Ability to thrive in a dynamic, competitive environment
  • Proactive mindset with strong conscientious follow-through
  • Excellent interpersonal, and presentation skills - both written and verbal
  • Positiveattitude, conscientious follow-through, and high willingness to learn
  • Leadership and communicationprofilethat unifies, influences,and inspires cross-functional teams to meet the changing needs of customers
  • Experience with productivity tools including PowerPoint/Excel/Word,CRM toolssuch asSalesforce and Gainsight, and on-line communities and social media platforms
  • Preferred experience with CCaaS technology, platforms, partners, terms, business practices, KPIs, and features. Bonus if Genesys-specific
  • Travel