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210000OV Requisition #

Job Description

Position Purpose

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 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 referenceability 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

 

  • 5+ years’ experience in a technology-related field 
  • Bachelor’s Degree in a 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 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% 

 

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 SavvyManeuvering comfortably through complex policy, process and people related organizational dynamics

 

  • How we Show Up

 

    • Instills TrustGaining 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

 

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.

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