Sales Operations
19000172 Requisition #

Position Purpose:

The Customer Success Quote Analyst will work to enable execution on the Genesys mission, to power the world’s best customer experiences.  This position will grow and drive on-time renewals and work along with other positions within the Customer Success organization to ensure a seamless Genesys for life customer experience for all our customers.


Key Responsibilities:

The Customer Success Quote Analyst will take responsibility for all renewal quoting activities such as creating renewal service orders for all Genesys services in preparation for renewal discussions; reviewing system generated renewal quotes for alignment with current buying rules, governance, and consumption rules; and accurate amendment of renewal quotes to align with expected targets.

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

  •  Drive effectiveness and reduce overall time spent on tasks related to renewal quote creation.
  • Create, review, amend, and track customer renewal agreements for all Genesys products and services
  •  Assist Customer Success and Renewal teams in preparing multiple quotes and renewal options to be presented to customer
  •  Achievement of on time, accurate, and actionable renewal quote creation, revisions, and other key metrics
  •  Use your knowledge of Genesys products and services, licensing, buying and selling rules, deal structure, and approval process to navigate and obtain all approvals required to provide an actionable quote to the renewal and account teams to meet required deadlines
  •  Ensure renewal pricing follows current policies, rules, and procedures based on configuration of the offering and instance, including review and accurate inclusion of historical orders and product migrations by customer
  •  Deliver accurate reporting as needed to ensure products and quantities align with license entitlement requirements
  •  Strong collaboration with Renewal and Licensing teams to recognize urgency and quoting requirements for internal processing
  •  Assist with enhancing and improving systems and processes to increase efficiencies


Required Qualifications:

  •             Bachelor’s Degree, or 3+ years' experience in an Operations, Product, or Specialists role within a B2B organization
  •             Experience in Customer Success Operations, Contract Creation or Review, or similar role
  •             A high attention to detail and organization
  •             Experience in working with a team to identify process gaps and improvements, and continuously improve business processes
  •             Prior experience using Salesforce (or similar CRM) required, familiarity with Gainsight, NetSuite, and Walk-Me desirable
  •             Ability to use our basic business tools effectively: e-mail, spreadsheets, business collaboration tools, and file sharing
  •             Exceptional ability to communicate clearly, both verbal and written
  •             Bonus Qualification: Familiarity with CX (industry and technology)


Skills and Competences:


  •             Analytics Mindset
  •             Analyze data - Ability to identify patterns, trends and insights through ideas



 How we Own It:

  •             Drives Results – Consistently achieving results, even under tough circumstances
  •             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
  •             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:

  •             Active listener – Focuses on the person speaking with the intent of understanding versus self-focus and control
  •             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
  •              Adaptability – Adapting approach and demeanor in real time 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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