1900017Z Requisition #

Job Title: Customer Success Operations Specialist

Location: Manila, Philippines

Job Description:
  • Perform Contact account management and support.
    • Create Contacts
    • Gain Approval
    • Work with other Genesys teams to find resolutions to contact issues.
  • Activate and manage portal access for customers and partners.
  • Create, run, and analyze Microsoft Excel reports.
  • Provides day-to-day technical end user support on Customer Success systems and tools through CS Operations help desk.
  • Monitor system performance of Customer Success owned systems—such as Gainsight, data integrity, and user activity to make recommendations on continuous improvements.
  • Helps support the Customer Success operations team to roll out additional processes or functionality.
  • Work with the team on ensuring that all documentation and training videos are kept up to date.
  • Manage user accounts, groups and security settings in Gainsight.
  • Engage and work with IT and higher-level technical expertise to resolve issues in an expeditious manner.
  • Meet and exceed support KPIs and SLAs.
  • Assist CS Operations and IT with user acceptance testing.
  • As needed, assist with other duties related to the day-to-day operations of Customer Success Operations.

Qualifications and Requirements – Education and Work Experience:

  • BA or BS required; BS preferred.
  • 2-4 years of related work experience.
  • Experience using and administering Salesforce.com; certification a plus.
  • Gainsight experience recommended.
  • Experience successfully supporting customers through email and phone channels.
  • Intermediate knowledge of Excel.
  • Meet and exceed support KPIs and SLAs.

Qualifications and Requirements – Skills & Expertise:

  • Strong Salesforce user, administrative, and reporting skills.
  • Advanced Microsoft Excel skills (for example: merging and centering cells, printing centered page and/or creating a pivot table and V-Lookup, etc.)
  • Clear communicator with excellent written, verbal, and listening skills.
  • Strong sense of ownership and ability to manage your own workload.
  • Logical and well organized.
  • Ability to work well in a team environment.
  • Inductive and deductive reasoning.
  • Results-oriented, highly organized, ability to prioritize and attention to detail.
  • Proven ability to analyze large amounts of data with a high level of accuracy.
  • Ability to tailor communications to appropriate level of detail and relevance for varying levels of technical and/or management audiences.
  • Exhibit good judgment in handling critical issues and deciding when escalation is required.
  • Ability to remain professional and positive while handling stressful 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 http://www.genesys.com/, Twitter, Facebook, YouTube, LinkedIn, 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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