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Sales
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190001CY Requisition #

Job Title: Customer Success Manager (Genesys Advisor)

Location: Manila, Philippines
 
 
Position Purpose

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

 
 
Key Responsibilities

The Genesys Advisor is the customer’s advocate and champion throughout their journey with Genesys.  They recommend, orchestrate, and ensure adoption of the right strategies, products, and services using automation and technology to help customers rapidly realize their business outcomes. 

  

The Genesys Advisor orchestrates the customer journey using pre-defined methodologies, self-service, and blending automation and 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. 

 
 

Responsibilities / Job Duties:

 

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

  • Work with a pod of other Genesys Advisors to ensure the success of a large portfolio of customers.
  • 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 Genesys Advisor 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.
  • Communicate effectively with customers using digital channels: chat, SMS, email, community, and social media. 
  • Drive customer referenceability and continuous improvement of customer advocacy measures (e.g., Net Promoter Score).
  • Support the Onboarding Specialist function to ensure new customers are systematically introduced into Genesys and begin to realize value as rapidly as possible. 

 
Required Qualifications:
  • 1-3 years’ experience in a technology-related field 
  • Bachelor’s Degree in a technology- or business-related field 
  • Experience in 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 on-line communities and social media platforms 
  • Experience working with indirect sales channel is a bonus
  • Open to flexible shift assignments
  • Travel <10% 
 
 
Skills and Competencies:
 

Analytics Mindset:

Analyze data - Ability to identify patterns, trends and insights through data
 
 
Foundational Product Skill:
Product Knowledge – Knowledge of key features/functionality and major project lines
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:
Balancing the needs of multiples stakeholders – Anticipating and balancing the needs of multiple stakeholders.
  
How we Own It:
Ensures Accountability – Holding self and others accountable to meet commitments

Optimizes work processes – Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement

 
 

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.

Nimble learning – Actively learning through experimentation when tackling new problems, using experiences from both success and failures.


 
 
About Us:

Genesys® powers more than 25 billion of the world’s best customer experiences each year. We put the customer at the center of everything we do and passionately believe that great customer engagement drives great business outcomes. More than 10,000 companies in more than 100 countries trust the industry’s #1 customer experience platform to orchestrate omnichannel customer journeys that eliminate silos and build lasting relationships. With a strong track record of innovation and a never-ending desire to be first, Genesys is the only company recognized by top industry analysts as a leader in both cloud and on-premise customer engagement solutions. Connect with Genesys via www.genesys.comTwitterFacebookYouTubeLinkedIn, and the Genesys blog.

 

Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.

 
Job Location
Manila, Philippines
 
 
Position Type
Full-Time/Regular
 
 
 
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