Senior Customer Success Manager
The goal of this Customer Success Manager (CSM) role is to establish a lifelong relationship between Genesys and Genesys' customers by advising and equipping them to achieve their customer experience (CX) vision.
What You Can Bring to Genesys as the CSM:
You are the customer's advocate and champion throughout their journey with Genesys. You will recommend, orchestrate, and ensure the adoption of the right strategies, products, and services to help customers rapidly realize their business outcomes. Working closely with related business functions in Genesys to ensure customer onboarding, adoption, retention, and revenue growth.
What You'll Do:
The primary responsibilities for this role include (but are not limited to):
Manage a portfolio of high value customers serving as their primary business point of contact throughout their CX journey focused on understanding the customer business drivers and metrics and work with the customer to align these goals to ROI via Genesys Cloud.
Understand customers' business value drivers, success criteria, and KPIs to develop Customer Success Plans (actionable blueprints by which the CSM 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.
Identify expansion pipeline opportunities with your assigned accounts and hand these over to the respective Account Executive for management.
Engage with your assigned accounts regularly, to build and track a Customer Success Plan.
Establish a regular cadence of Executive Business Reviews with the customer to track progress towards their stated business objectives.
Drive continuous improvement of customer advocacy measures.
Establish shared accountability with adjacent functions in key points of the customer journey including:
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.
Technical Account Management to support customer's architectural and application questions.
Sales to identify cross-sell/up-sell opportunities and drive incremental bookings.
Ad-hoc duties as directed by Management.
You've been there and done this…
10+ years experience in a technology-related field.
Bachelor's Degree in technology or business-related field.
Experience managing a portfolio of customers over 5 million USD in value.
Experience working with SaaS contact centre platforms.
Experience working to advise customers on use of digital channels and/or omnichannel interactions.
Experience working to advise customers on the use of and interaction to AI tools and applications.
Familiarity with CX (industry and technology) to drive consultative approach to customer interactions.
Experience working for a consultancy firm or in a consultant role desired.
Strong ability to build relationships and proactive engagement using digital touch capabilities.
Ability to manage/multi-task multiple actions across assigned customer base.
Excellent interpersonal, presentation skills – both written and verbal.
Positive attitude and high willingness to learn.
Experience with productivity tools including PowerPoint/Excel/Word, CRM tools such as Salesforce and Gainsight, and online communities and social media platforms.
Travel
