Sr. Customer Success Manager

<p>Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.</p><p></p><p>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.</p><p></p><p><b><span>Senior Customer Success Manager</span></b></p><p><span>The Customer Success Manager (CSM) role aims to establish a lifelong relationship between Genesys and Genesys’ customers by advising and equipping them to achieve their customer experience (CX) vision.</span></p><p><span>As the CSM you are the customer’s advocate and champion throughout their journey with Genesys.</span></p><p><span>You will recommend, orchestrate, and ensure adoption of the right strategies, products, and services to help customers rapidly realise their business outcomes. Working closely with related business functions in Genesys to ensure customer onboarding, adoption, retention, and revenue growth.</span></p><p></p><p><b><span>Responsibilities / Job Duties</span></b></p><p>In this role, the primary responsibilities will include (but are not limited to):</p><ul><li><p>Manage a portfolio <span><span>of enterprise customers serving</span></span> as their primary business point of contact with high-touch <span><span>engagement throughout</span></span> their CX journey </p></li><li><p>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) </p></li><li><p>Prescribe the adoption and use of product <span><span>features/functionality</span></span> and services to the achievement of key customer business outcomes </p></li><li><p>Establish a regular cadence of Executive Business Reviews with the <span><span>customer to track</span></span> progress towards their <span><span>stated business objectives</span></span></p></li><li><p>Track and monitor adoption and facilitate renewal within assigned accounts. Put plans in place to avoid downsides or non-renewal</p></li><li><p>Drive <span><span>customer referenceability and</span></span> continuous improvement of customer advocacy measures (e.g., Net Promoter Score) </p></li><li><p>Proactively identify potential business leads for further Genesys business opportunities to support account growth, upsell and expansion</p></li><li><p>Prepare and <span><span>deliver territory</span></span> <span><span>plans to define</span></span> account strategies and align resources </p></li><li><p>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 </p></li></ul><p></p><p><b><span>Required Qualifications</span></b></p><ul><li><p>Required: Spanish &amp; English Languages. Nice to have: Portuguese language</p></li><li><p>6+ years of experience <span>in a technology-related</span> field, including consulting and enterprise account management </p></li><li><p>Bachelor’s Degree in a technology- or business-related field </p></li><li><p>Strong understanding of CCaaS technology, platforms, partners, terms, business practices, KPIs, and features. Bonus if Genesys-specific</p></li><li><p>Extremely strong customer-facing skills, including ability to present to C-level and build relationships </p></li><li><p>Ability to manage/multi-task multiple actions across assigned customer base </p></li><li><p>Ability to thrive in a dynamic, competitive environment </p></li><li><p>Proactive mindset with strong coscientious follow-through</p></li><li><p>Excellent interpersonal, presentation skills – both written and verbal  </p></li><li><p><span>Positive attitude,</span> conscientious follow-through, and high willingness to learn </p></li><li><p>Leadership and <span>communication profile that</span> unifies, influences, and inspires cross-functional teams to meet the changing needs of customers </p></li><li><p>Experience with productivity tools including <span>