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Enterprise Customer Success Leader

2 months ago

Colorado Springs, Colorado, United States Genesys Full time

About Genesys
Genesys empowers over 8,000 organizations across more than 100 countries to enhance loyalty and achieve business success by crafting exceptional experiences for both customers and employees. With Genesys Cloud, the leading AI-driven experience orchestration platform, we provide the future of customer experience (CX) to businesses of all sizes, enabling them to deliver empathetic and personalized interactions at scale.

Company Culture
Our workforce of over 6,000 individuals worldwide values empathy and collaboration, fostering an environment where employees can make significant contributions and take ownership of their roles. We offer competitive benefits and perks akin to larger tech firms, while also providing the autonomy to impact the organization positively.

Position Overview
The primary objective of the Customer Success Manager (CSM) role is to cultivate enduring relationships between Genesys and its enterprise clients by guiding and equipping them to realize their customer experience (CX) aspirations.

Key Responsibilities
As a CSM, you will serve as the advocate and champion for customers throughout their journey with Genesys. Your role will involve:

  • Managing a portfolio of enterprise clients, acting as their main business contact with high-touch engagement throughout their CX journey.
  • Understanding clients' business value drivers, success metrics, and KPIs to create actionable Customer Success Plans.
  • Recommending the adoption and utilization of product features and services to achieve key business outcomes.
  • Conducting regular Executive Business Reviews with clients to monitor progress towards their business objectives.
  • Tracking and facilitating renewals within assigned accounts while implementing strategies to prevent downsells or non-renewals.
  • Driving customer referenceability and enhancing customer advocacy measures, such as Net Promoter Score.
  • Identifying potential business leads to support account growth, upselling, and expansion.
  • Preparing and delivering territory plans to outline account strategies and resource alignment.
  • Collaborating with adjacent functions to ensure a seamless customer journey, including onboarding, implementation, renewal management, and sales.

Qualifications
To be successful in this role, candidates should possess:

  • A minimum of 5 years of experience in a technology-related field, including consulting and enterprise account management.
  • A Bachelor's Degree in a technology or business-related discipline.
  • A proven sales track record within a SaaS organization.
  • Exceptional customer-facing skills, with the ability to present to C-level executives and build strong relationships.
  • The capability to manage multiple tasks across a diverse customer base.
  • A proactive mindset with strong follow-through.
  • Excellent interpersonal and presentation skills, both written and verbal.
  • A positive attitude and a strong willingness to learn.
  • A leadership profile that inspires and influences cross-functional teams to meet evolving customer needs.
  • Experience with productivity tools such as PowerPoint, Excel, Word, and CRM tools like Salesforce and Gainsight.
  • Preferred familiarity with CCaaS technology and its associated business practices and KPIs.