Customer Success Manager - German Speaking

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.

The CSM Team consists of Customer Success Managers working in a collaborative, team-based approach to deliver Customer Success for a large number of smaller customers. The engagement model the CSM team applies is a proactive, needs-based approach utilizing data, systems, playbooks, personal and 1-to-Many (digital) delivery modes. Customer Success Manager (CSM) works with Genesys Cloud customers and partners to improve product onboarding, adoption, drive value realization, growth and manage revenue retention through timely renewals.

The CSM orchestrates the customer journey using pre-defined methodologies, self-service, and blending automation with personal touch to deliver customer success to a large number of customers.

They work closely with related functions in Genesys to ensure customer onboarding, retention, and product adoption.

Our ideal candidate is Fluent in German, English and ideally has a third language, technology savvy with excellent communication skills, a strong team player, understands how to influence without direct authority and has a solid understanding of the customer experience industry. Critical to the candidate’s success will be problem solving skills, data analytics familiarity, a continuous improvement mindset, account management and/or customer success experience.

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

• Work with Genesys customers and partners through proven Onboarding methodology.

• Work collaboratively with customer success team to ensure the success of a large portfolio of Customers.

• This includes working closely with related functions in Genesys and in Partner organizations to ensure customer onboarding, product adoption, and retention

• Proactively monitor the overall health of the portfolio as it relates to customer engagement and customer success

• Understand customers’ business value drivers, success criteria, and KPIs to develop Customer Success Plans (actionable blueprints by which the CSM, partners, and customers can achieve mutual success)

• Engage with partners to deploy adoption plans evolving over time with business outcomes

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

• Communicate effectively with customers and partners using digital channels: chat, SMS, email, and community

• Drive customer reference ability and continuous improvement of customer advocacy measures (e.g., GCAP program)

• Collaborate with Renewal Manager and Partners when applicable in order to meet on-time renewals

Required Qualifications:

• Minimum 4 years experience in a technology-related field

• Prior experience as a CSM or in a direct customer-facing role

• Language Fluency: Fluent in German & English

• University Degree in a technology or business-related field, or equivalent experience

• Experience working with a team to identify process failures and improvements, and continuously improve business processes

• Strong ability to build relationships and proactive engagement using digital touch capabilities

• Ability to manage/multi-task multiple actions across assigned customer base

• Ability to thrive in a dynamic environment

• 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 including Salesforce and Gainsight, and online communities and social media platforms

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