Principal Customer Success Manager - Global Accounts (France)

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.

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.

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.

Position Purpose

The goal of this Senior role is to establish a life-long relationship between Genesys and Genesys’ global customers by advising and equipping them to achieve their customer experience (CX) vision.

You will need to accomplish this by taking a highly strategic and proactive approach to building lifetime senior level customer relationships. You need to have a deep understanding the customer’s business goals and pain points in order to make recommendations on how our products and services will help the customer adopt, realize value and accomplish their overall business goals.

Global CSM are the customer’s advocate and champion throughout their journey with Genesys. They recommend, orchestrate, and ensure the adoption of the right strategies, products, and services to help customers rapidly realize their business outcomes. They work closely with related functions in Genesys to ensure customer onboarding, adoption, retention, and revenue growth.

Key Responsibilities

To be a strategic advocate and champion throughout the customer’s journey with Genesys. Recommend, orchestrate, and ensure adoption of the right strategies, products, and services to help customers rapidly solve their problems and realize their business outcomes.

Build relationships with senior customer executives and orchestrate account strategy through cross

functional team alignment to ensure excellence in customer onboarding, retention, growth and

advocacy. Coach and mentor other Customer Success managers. Share best practices with the global

customer success community. Develop a strong relationships with cross functional colleagues.

Responsibilities / Job Duties

In this role, the primary responsibilities will include:

• Build effective relationships with C-Level executives in order to understand customers’ business

• pain points.

• Be able to prescribe the relevant products and services that will solve the pain points and move

• the needle on their value drivers and KPIs

• Bring deep vertical knowledge and recommendations on the adoption of use cases and services

• to achieve the key customer business outcomes

• Create Customer Success plans that drive overall adoption and value realization

• Act as an escalation point to work with the cross functional colleagues to resolve issues quickly

• so as not to distract from strategic conversations with the customer

• Drive participation in Executive round tables, peer reviews, advocacy programs and other

• Genesys events

• Establish a regular cadence of Executive Business Reviews to track value realization and progress

• towards their stated business objectives

• Prepare and deliver account reviews to define and align account renewal and growth strategies

Work in a cross functional account team to align on account strategy and operations: