200000NJ Requisition #
Job Title: Partner Success Manager
Location: Manila, Philippines
Position Purpose:

The goal of a Partner Success Manager (PSM) is to work with Genesys partners enabling them to achieve end customer success through proven methodology leveraging Genesys resources, processes and tools.

Key Responsibilities:

The PSM is familiar with the Customer Experience (CX) industry and technology and drives a consultative approach to partner interactions. 


They will work closely with key partner and Genesys stakeholders to ensure partner success while identifying and reducing renewal risks. Identify and grow opportunities within the partners business and collaborate with the channel sales organization to ensure growth attainment.

Responsibilities/Job Duties:

  • Work with a team of PSM’s to manage a large portfolio of partners globally serving as a primary business point of contact and working to ensure the business success of those partners.
  • Understand the partner’s objectives in order to develop a Partner Success Plan (actionable blueprints by which the Partner Success Manager and the partner will achieve mutual success and drive outcomes).
  • Establish a regular cadence with key partner stakeholders to track achievement of agreed upon business objectives within the Partner Success Plan
  • Establish shared accountability with adjacent functions within Genesys to assist the partner at key points in their customer(s) relationship:

o   Onboarding of new partners are systematically introduced into Genesys and begin to realize value as rapidly as possible

o   Renewal practices and forecasting to deliver high retention rates and growth of recurring revenue

o   Successful achievement of partner KPIs across care, training, certifications, and successful implementations of the Genesys platforms

o   Identify cross-sell/up-sell opportunities and collaborate with Sales to drive incremental bookings

Required Qualifications:
  • 3+ years customer facing account management, ideally with partners & channel relationships, experience in technology or a software enterprise. 
  • Minimum Bachelor’s Degree, advanced degree is a plus. 
  • Strong knowledge of business processes, business applications and automation 
  • Experience working with Channel Partners/VAR’s or as a consultant or manager in the field of CX technology. 
  • Very strong communication and presentation skills both written and verbal
  • Experience with productivity tools including PowerPoint/Excel/Word, Salesforce, and on-line communities and social media platforms. 
  • Travel requirement less than 10%
Skills and Competences:

·         Analytics Mindset


·      Translate data analysis into customer business impacts - Ability to translate insights from data into customer business impacts (e.g., unrecognized value, operational underperformance, etc.)


·         How we Think


·         Business Insight – Applies knowledge of the business and marketplace to advance organizational goals

·         Customer Focus – Building strong customer/partner relationships and delivering customer-centric solutions

·         Strategic Mindset – Seeing ahead to future possibilities and translating them into breakthrough strategies. Thinking forward and demonstrating thought leadership in CX domain and customer/partner business needs


·         How we Own It


·         Ensures Accountability – Holding self and others accountable to meet commitments

·         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


·         Collaborates – Building partnerships and working collaboratively with others to meet shared objectives

·         Manages Conflict – Handling conflict situations effectively with a minimum of noise

·         Active listener – Focuses on the person speaking with the intent of understanding versus self-focus and control

·         Communicates Effectively – Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences

·         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

·         Situational Adaptability – Adapting approach and demeanor in real time to match the shifting demands of different situations

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 center 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, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.

Job Location
Manila, Philippines
Position Type

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