Customer Success Director - Offer Management (Remote)

📁
Sales
📅
2000008S Requisition #

The Director, Customer Success Offer Management, is responsible for managing a portfolio of cross-functional services offers that drive superior experiences and business outcomes for Genesys’ customers. This position leads the operational execution and management of the offer life cycle.  The Director, Customer Success Offer Management, will be able to think across multiple dimensions. Must possess experience within a broad spectrum of skillsets, including Product Management, Customer Success, and Business Management.

 

The primary focus areas of the role are:


•            Managing a services road map for the longer-term evolution of the offers

•            Identify and commercialize new opportunities for market readiness

•            Launch the future releases of the offers in the market

•            Drive profitable growth of the offers

•            Manage key business performance metrics of the offers


Key Responsibilities:

•            Manage the offer and service element life cycle through cross-functional teaming.  

•            Work closely with key functions (Business Consulting, Professional Services, Education, Customer Care) to ensure proper development and delivery of the offers

•            Develop and maintain the Service Offer roadmap with regular portfolio updates

•            Work with IT to update quoting and entitlement systems

•            Work closely with Product Management to align the services roadmap with the product roadmap

•            Utilize key reports to evaluate service element adoption and delivery

•            Work closely with the Service Offer Center to drive knowledge and advocacy of the Service Offers with internal and external stakeholders

•            Work closely with other key corporate initiatives that intersect/build upon the Success Offers

•            Represent the Success Offers at key customer meetings


 

 

Qualifications:


•            5-7 years’ experience in leadership roles in product or services management in a technology company

•            Master’s degree (MBA preferred) in business or technical field

•            Strong analytical and creative problem-solving skills

•            Strong leadership and cross-functional collaboration experience

•            Well-versed with product/services management platforms and tools

•            Exceptional communication, presentation, and customer-facing skills

•            Proficient in MS Office applications

•            Ability to travel domestically (US) and internationally  


 

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 ServiceSM 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 CloudTM, 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. 


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