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Customer Care
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2100024W Requisition #

Customer Success Business Analyst

We are looking for a highly motivated, unflappable, and passionate individual to join our team as a Customer Success Operations Business Analyst.  A key responsibility within this position is the coordination and management of processes, tools, and education for post-Sales teams at the company.  You will lead continuous, data-driven improvement to streamline internal and external systems and processes that support Customer Success at Genesys.

Major Responsibilities:

 

  • Work with cross-functional teams that include technical and business stakeholders to define and document requirements
  • Work with cross-functional teams to define project timelines and manage to meeting or exceeding those milestones
  • Provide overall program management around system deployments and rollouts
  • Manage deployment to ensure adherence to installation plans and schedules
  • Manage deployment project status reporting in Salesforce and other tools
  • Collaborate with Systems and Data team to ensure sustainable collection of customer onboarding & training materials
  • Create supporting program materials
  • Perform system onboarding and customer training
  • Other responsibilities as driven by customer and team needs
  • Work with cross-functional teams to implement, test, and measure customer lifecycle initiatives to improve product adoption and reduce churn
  • Identify key problem areas for Implementation & Support teams and provide data-driven solutions
  • Work with management to create executive facing presentations

 

 

Qualifications: 

 

  • Results-oriented: capable of seeing projects through from beginning to end
  • Understanding of project management processes and relevant project management experience plus demonstrated organizational skills and attention to detail
  • Ability to thrive in a fast-paced environment
  • Ability to leverage data to inform and support critical decisions
  • Highly data driven mentality
  • Experience in Customer Success or Sales support position
  • Experience in SaaS operations best practices
  • Experience working with one or more CRMs or ERPs
  • Excellent communication skills
  • Excellent demonstrated written and verbal communication skills
  • Excellent demonstrated PowerPoint presentation skills
  • Six Sigma or another project management certification a plus

 

Benefits 

  • Medical, Dental, and Vision Insurance
  • Paid Parental Leave
  • Telehealth coverage
  • Flexible work schedules and work from home opportunities
  • Development and career growth opportunities
  • Open Time Off
  • 401(k) matching program
  • Adoption Assistance 
  • Infertility treatments

 

See more Genesys benefits information at  https://mygenesysbenefits.com/ #LI-SG1

 

Covid-19

Safety for our employees and our communities is a key priority for Genesys. We continue to experience rapid growth during the Covid-19 pandemic and are conducting remote hiring and onboarding processes. All hiring and onboarding processes are being conducted remotely at this time. We utilize Zoom video meetings and phone calls during the interview process. We will be working remotely through at least December 31, 2021, in most locations, and we are re-evaluating the opening date of all the Genesys offices on an ongoing basis. 


About Genesys:

Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com.


Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

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