Customer Success Manager
3 days ago
Genesys Cloud Services, Inc. is a leading provider of customer experience solutions. We empower organizations to deliver exceptional customer experiences through our cloud-based platform.
Job SummaryWe are seeking a highly skilled Customer Success Manager to join our team. As a Customer Success Manager, you will be responsible for establishing and maintaining long-term relationships with our enterprise customers. Your primary goal will be to ensure that our customers achieve their customer experience vision by advising and equipping them with the right strategies, products, and services.
Key Responsibilities- Manage a portfolio of enterprise customers as their primary business point of contact with high-touch engagement throughout their customer journey.
- Understand customers' business value drivers, success criteria, and KPIs to develop Customer Success Plans (actionable blueprints by which the Genesys Customer Success Manager 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.
- 5 years of experience in a technology-related field, including consulting and enterprise account management.
- Bachelor's Degree in 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.
- Experience with productivity tools including PowerPoint/Excel/Word, CRM tools such as Salesforce and Gainsight, and on-line communities and social media platforms.
- Preferred experience with CCaaS technology, platforms, partners, terms, business practices, KPIs, and features.
Genesys Cloud Services, Inc. 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.
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