Sr. Customer Success Manager

Genesys empowers more than 7,500 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 goal of this Genesys Customer Success Manager role is to establish a life-long relationship between Genesys and Genesys’ customers in the Enterprise segment by advising and equipping them to achieve their customer experience (CX) vision. 

Key Responsibilities:

They are the customer’s advocate and champion throughout their journey with Genesys.  They are highly consultative, demonstrate thought leadership, and recommend, orchestrate, and ensure 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, retention, and revenue growth.

Key Responsibilities:

In this role, the primary responsibilities will include (but are not limited to):

·       Manage a portfolio of enterprise customers serving as their primary business point of contact with high-touch engagement throughout their CX journey 

·       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) 

·       Link and prescribe the adoption and use of product features/functionality and services to the achievement of key customer business outcomes 

·       Establish a regular cadence of Executive Business Reviews with the customer to track progress towards their stated business objectives 

·       Drive customer referenceability and continuous improvement of customer advocacy measures (e.g., Net Promoter Score) 

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

Team with and 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 

Minimum Requirements:

·       5+ years’ experience in a technology-related field, including consulting and enterprise account

·       management 

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

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

·       interactions 

·       Strong ability to build relationships at the executive level

#LI-DNI

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.  

$87,750.00 - $172,250.00

Benefits:

• Medical, Dental, and Vision Insurance. 

• Telehealth coverage

• Flexible work schedules and work from home opportunities

• Development and career growth opportunities

• Open Time Off in addition to 10 paid holidays

• 401(k) matching program

• Adoption Assistance

• Fertility treatments

More details about our company benefits can be found at the following link: https://mygenesysbenefits.com

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

About Genesys:

Every year, Genesys orchestrates bil