Customer Success Manager-Genesys Advisor

Customer Care
190000Y7 Requisition #
516 Total Views

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

What this role is:
The Customer Success Manager ensures we fulfill Customer Success mission of bringing the best of Genesys to the customer, in order to deliver great business outcomes. This individual contributor orchestrates the planning and delivery of PureSuccess, Genesys’ platform to ensure customers receive full value of Genesys PureCloud. You own the post sales relationship with customers from onboarding, through renewing and expanding their portfolio.

What this role isn’t:
It’s also not a “manage and don’t do” role. We are looking for a thoughtful leader who orchestrates internal resources and expertise, who works in a hands-on style to ensure that customers become strong Genesys advocates.

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.

We are looking for someone with experience and ability to manage a complex portfolio of customers, establishing yourself as a trusted advisor via consultative engagement. 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:

Customer Engagement & PureSuccess Orchestration

  • Orchestrate adoption of PureSuccess.
  • Develop Customer Success Plans (CSP) to drive customer’s key focus areas.
  • Establish a regular cadence of Executive Business Reviews (EBR) to assess and evolve the Customer Success Plan and drive business outcomes.
  • Drive continuous improvement of Net Promoter Scores (NPS) and other Advocacy measures.
  • Educate and enable Customer to consume PureSuccess to deliver business value. 

Territory Management

  • Prepare and deliver periodic Territory Reviews internally to management team.
  • Drive a strong renewal process that delivers high retention rates, grows the ACV (committed revenue) and promotes overall recurring revenue growth.
  • Deliver at or above revenue targets leveraging Customer Engagement and a thorough Revenue Forecast, providing crystal clear transparency of Upsides and Risks – along with proactive remediation plans to eliminate risks and convert upsides.
  • Identify cross-sell/up-sell opportunities to bring to Sales and collaborate with Sales to drive incremental bookings.

Organizational Excellence

  • Contribute to refining & improving the PureSuccess and Customer Success playbooks. 
  • Show up with a great attitude
  • Contribute to and enable Genesys Customer Success to be world-class. 
  • Follow through on commitments to both internal and external stakeholders.
  • Confidently, and collaboratively, navigate an ever-evolving organizational landscape to steer customer journey.
Minimum Requirements
  • Bachelor’s Degree
  • 10+ years total experience in technology-related field
  • Account management skills
  • Strong costumer facing experience and Familiarity with CX (industry and technology) to drive consultative approach to customer interactions
  • Excellent German and English; Spanish will be a plus
  • Experience with productivity tools including PowerPoint/Excel/Word, with 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 USA or international locations one to three times per year

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