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Sr. Customer Success Manager

  • Management Executive
  • Sales, Business Development, Business Consulting
  • Market Research, Research Jobs

Description

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

Key Responsibilities

They are the customer’s advocates and champions 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.

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)
  • 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 reference ability and continuous improvement of customer advocacy measures (e.g., Genesys Experience Index)
  • Prepare and deliver territory plans to define account strategies and align resources
  • Team 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

Specific Requirements

Minimum Requirements

  • French to mother tongue standard, fluent English, and other European languages an advantage (ideally Spanish, Italian, or German)
  • 5+ years experience in a technology-related field
  • Bachelor’s Degree in technology- or business-related field
  • Familiarity with CX (industry and technology) to drive consultative approach to customer interactions
  • Strong ability to build relationships and proactive engagement using digital touch capabilities
  • Ability to manage/multi-task multiple actions across the 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
  • 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
  • Travel <30%

Hard Skills

  • Customer relationship manager (CRM)
  • Advanced Excel Skills (queries, pivot tables, formulas, macros)
  • Opportunity analysis
  • Customer success
  • Advanced language knowledge

Soft Skills

  • Communication
  • Leadership
  • Problem-solver
  • Skilled Collaborator
  • Driven