210000US Requisition #


Position Purpose

This is an Individual Contributor Role.  The  goal of this Customer Success, Account director 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 advocate and champion throughout their journey with Genesys.  They 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, adoption, retention, and revenue growth. 


Responsibilities / Job Duties

In this role, the primary responsibilities will 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 



Required Qualifications


  • 7+ years’ experience in a customer-facing role in contact center or related industry 
  • Bachelor’s Degree in a technology- or business-related field 
  • Strong ability to build relationships and proactive engagement using digital touch capabilities 
  • Ability to manage multiple large, complex customers and experience with managing $20+m in revenue 
  • 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 <40% 


Skills and Competencies

  • Analytics Mindset
  • Translate data analysis into customer business impacts - Ability to translate insights from data into customer business impacts (e.g., unrecognized value, operational underperformance, etc.)
  • Foundational Product Skill
  • Understands how the adoption of products relates to key business outcomes - Ability to prescribe the adoption and use of product features/functionality and related services to the achievement of key customer business outcomes
  • How we Think
  • Customer Focus – Building strong customer relationships and delivering customer-centric solutions
  • Balancing the needs of multiples stakeholders – Anticipating and balancing the needs of multiple stakeholders
  • Strategic Mindset – Seeing ahead of future possibilities and translating them into breakthrough strategies. Thinking forward and demonstrating thought leadership in CX domain and customer business needs
  • How we Own It
  • Ensures Accountability – Holding self and others accountable to meet commitments
  • Plans and Aligns – Planning and prioritizing work to meet commitments aligned with organizational goals
  • Action oriented – Taking on new opportunities and tough challenges with a sense of urgency, high energy and enthusiasm
  • How we Interact
  • Collaborates – Building partnerships and working collaboratively with others to meet shared objectives
  • Manages Conflict – Handling conflict situations effectively with a minimum of noise
  • Active listener – Focuses on the person speaking with the intent of understanding versus self-focus and control
  • Communicates Effectively – Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences
  • Organizational Savvy – Maneuvering comfortably through complex policy, process and people related organizational dynamics


  • How we Show Up


    • Instills Trust – Gaining the confidence and trust of others through honesty, integrity and authenticity
    • Situational Adaptability – Adapting approach and demeanor in real time to match the shifting demands of different situations



US only



Medical, Dental, and Vision Insurance

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/ 




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 June 30, 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® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Serviceā„  so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. 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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