Genesys Advisor/Partner Success Manager

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Sales
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190000QG Requisition #
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Business Title: Genesys Advisor/Partner Success Manager

 

Reporting:  VP – PureCloud Customer Engagement (USA-based)

Location:  Bogota, Colombia

Travel: ~30% in-region but with travel to USA or international locations one to three times per year

 

Role Summary: This is a dual role that requires working with both direct end-customers and with partners that sell PureCloud in Central and South America.

 

For Direct customers the Genesys Advisor (GA) ensures we fulfill Customer Success mission of bringing the best of Genesys to the customer, and vice versa, to deliver great business outcomes.  This individual contributor orchestrates the delivery of PureSuccess, Genesys’ platform to ensure customers receive full value of Genesys PureCloud.  The Genesys Advisor owns ultimate responsibility for ensuring customers become strong Genesys advocates, while renewing and expanding their portfolio. 

For Partners, the Partner Success Manager (PSM) acts as the key point of contact for all post sales engagement with specific Genesys partners and helps ensure Customer Success’ mission of bringing the best of Genesys to the partner and the best of partner to Genesys in order to deliver great business outcomes. This individual contributor orchestrates the delivery of PureSuccess for partners in a complementary fashion to the Partners' own support offering in order to meet their customers’ objectives. The key responsibility of the PSM is the enablement of Partners to deliver customer success.


Genesys Advisors must have proven ability to:

 

  • Ability to manage a portfolio of customers and partners
  • Become a trusted advisor to customers and partners, via consultative engagement.
  • Understand the business value and purpose of the Genesys technology to drive business outcomes. 
  • Orchestrate customer engagements across complex, dynamic environments.
  • Collaborate well via strong interpersonal and organizational skillsets.
  • Build relationships high and wide within our customers’ organization.
  • Protect and grow revenue.

Key Metrics: 

  • Customer Metrics: NPS, and other Customer Adoption & Advocacy measures
  • Financial Metrics:  Revenue, Gross and Net Annual Contract Value (ACV) Retention
  • Execution Metrics: On-time Subscription Renewals, Successful new customer onboarding

  

Job Responsibilities:    

 

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 Partners to adopt PureSuccess and build effective programs to deliver customer success and financial metrics. 

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.

Qualifications

  • Excellent Spanish and Fluent English-language ability for business.
  • 3+ years total experience in technology-related field.
  • Familiarity with CX (industry and technology) to drive consultative approach to customer interactions.
  • Account management skills.
  • Strong ability to build relationships and proactive engagement using digital touch capabilities as part of their overall engagement to drive business outcomes for high volumes of customers.
  • Ability to manage/multi-task multiple actions across a portfolio of customers and partners customers.
  • Strong team player with the ability to thrive in a dynamic environment.
  • Excellent interpersonal, presentation skills – both written and verbal.
  • Strong aptitude, great attitude and high willingness to learn.
  • Leadership ability that unifies, influences and inspires cross-functional teams to meet the changing needs of customers.
  • Experience with productivity tools including PowerPoint/Excel/Word, with Salesforce and Gainsight, and on-line communities and social media platforms.
  • Bachelor’s Degree
  • Bonus Qualification: Experience applying Genesys technology to achieve our Customers CX goals.


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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