Senior Customer Success Manager

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.

The role is open for candidates based in Rome or Madrid.

Build something new with a world-class team.

At Genesys, we allow our employees to make their mark by entrusting them to make decisions and do what they’ve been hired to do: their very best. Your potential is waiting; why are you?

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.

As the CSM you are the customer’s advocate and champion throughout their journey with Genesys.

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.

What You’ll Do: The primary responsibilities for this role include (but are not limited to).

• Manage a portfolio of customers serving as their primary business point of contact throughout their CX journey

• Understand customers’ business value drivers, success criteria, and KPIs to develop Customer Success Plans (actionable blueprints by which the 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

• Promoting continuous growth through the relevant innovation path

• 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

• Prepare and deliver territory plans to define account strategies and align resources

• Establish shared accountability with adjacent functions in key points of the customer journey including, but not limited to:

• 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

• Sales to identify cross-sell/up-sell opportunities and drive incremental bookings

• Ad-hoc duties as directed by Management

• Take on and assist in driving internal strategic initiatives and continuous improvement programs.

You’ve been there and done this…

• 6+ years experience in a technology-related field

• Bachelor’s Degree in a technology- or business-related field

• Familiarity with CX (industry and technology) to drive consultative approach to customer interactions

• Translate data analysis into customer business impacts

• Understand how the adoption of products relates to key business outcomes

• Genesys acknowledge is a plus

• Excellent interpersonal, presentation skills – both written and verbal

• Positive attitude and high willingness to learn

• Leadership profile that unifies, influences, and inspires cross-functional teams to meet the changing needs of customers

• Experience with productivity tools including PowerPoint/Excel/Word, CRM tools such as Salesforce and Gainsight, and on-line communities and social media platforms

• Required: Italian, Spanish & English Languages.

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

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