Customer Success Manager, Commercial Mid Market

📁
Sales
📅
2000003N Requisition #

Are you interested in working for a 5000+ global software company with exponential growth, to be in the Customer Success profession, to deliver great business outcomes? This is the role for you.

 

What this role is:

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


What this role isn’t:

It’s not a “manage and doesn’t do” role. In this role, you are the customer’s advocate and champion throughout their journey with

 

Genesys. You recommend, orchestrate, and ensure adoption of the right strategies, products, and services to help customers rapidly realize their business outcomes. 


You will work closely with related functions in Genesys to ensure customer onboarding, retention ad revenues growth.

 

What you’ll bring to the table:

You will need to be able to build relationships and engage proactively with customers, to achieve

customer satisfaction while protecting and growing revenues.


You are a collaborative team player, able to navigate and thrive in a dynamic regional and global environment. You are comfortable to use your Leadership attitude that unifies,

influences and inspires cross-functional teams to meet the changing needs of customers. 

 

Your excellent interpersonal and presentation skills, strong aptitude and high willingness to learn are keys to success.


Some details about what you will do:

In this role, the primary responsibilities will include:

  • 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 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
  • 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., Net Promoter Score) 
  • 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 


Minimum requirements 

  • 3+ years’ experience in a technology-related field 
  • Bachelor’s Degree in technology- or business-related field 
  • Familiarity with CX (industry and technology) to drive a 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 the 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 
  •  Availability to travel for the 30% of the time across EMEA, with travel to the USA or international locations one or two per year
  • Excellent Spanish, English and Italian are mandatory


 

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 centre 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, colour, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics. #LI_FS1 

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