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Customer Care
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210002PX Requisition #

Job Description

Location:  Virtual, United States

 

ABOUT ROLE

 

The Enterprise Customer Success Manager maintains and expands relationships with customers for the Customer Success and Services (CSS) business unit.  This position has a key role driving the health, retention and growth of Genesys clients, focusing on Genesys DX.  The CSM serves as the trusted point of contact for a portfolio of customers, beginning from last stages of sale and through onboarding, project success and renewals. They proactively engage accounts to ensure optimal leverage of the product and its best practices towards customer's business goals, thinking outside the box for ways customers can increase business value and drive long term customer success.

The objective of the Enterprise Customer Success Manager is to maintain and expand the client relationship to ensure client outcomes are achieved.  The successful candidate should be a self-starter and bring both initiative and ownership to drive customer references and additional revenue. 

     

RESPONSIBILITIES

  • Overall responsibility for post-sale customer relationship, developing an understanding of customer’s business objectives and related KPI’s
  • Work with customers to develop and execute success plan that outlines how Genesys will be addressing their critical needs both immediately and in the future – including metrics for success.
  • Establishes productive, professional relationships with key personnel in assigned customer accounts to become the trusted advisor and drive further value and product adoption.
  • Actively update customers regarding how Genesys’s product roadmap will continue to support their business goals and provide feedback to Product management.
  • Be the voice of customer and identify features and innovations that can become part of the product development roadmap
  • Identifies incremental opportunities that could result in continued revenue generation and coordinate efforts internally to evaluate and execute 
  • Monitor customer value and utilization trends, including regular customer “health checkups” and proactively act upon them.
  • Assist clients with ad hoc queries relating to the general capabilities of our platform and their usage of it.
  • Oversees ongoing management and retention (includes reporting and analysis on utilization and risk evaluation)
  • Meets or exceeds goals, as set by Genesys business initiatives
  • Meets assigned expectations for retention
  • Achieves strategic customer objectives defined by Genesys Leadership
  • Completes strategic customer account plans that meet company standards
  • Maintains high customer satisfaction ratings that meet company standards

 

 

 

Qualifications

REQUIREMENTS

·     

  • Typically requires a minimum of 8 years of customer success, strategic account management or sales experience in a business-to-business sales environment. Experience commensurate with size and complexity of assigned customer(s)
  • 2-3+ years of direct customer advocacy and engagement experience in post-sales support, or equivalent experience in professional services, consultancy, project management or account management functions.
  • Have a natural proactive, service oriented and value seeking nature; willingness to go above and beyond the call of duty, while approaching all situations with an empathetic and patient manner.
  • Demonstrable success in thinking strategically, executing tactically while providing consistent and high level of customer satisfaction and retention in a fast-paced environment.
  • Moderate technical skills that allow you to guide customers through technical processes such as on-boarding, configuration, etc.
  • Ability to understand customer business requirements and identify upsell and cross-sell opportunities to deepen the use of Genesys solutions within customer environments using a proactive and data-driven approach where cross-selling and upselling is made a priority.
  • Experience in an enterprise solution sales environment and ability to partner with key stakeholders to development and assist in closing the sales opportunities is a plus.
  • Highly data-driven, with a commitment to process. Excited about driving and tracking a consistent engagement processes with customers within your portfolio. Ability to translate analysis of complex data into meaningful information; ability to modify content appropriately to match customer needs
  • Team player with the highest level of integrity.
  • Bachelor’s degree or equivalent
  • Familiarity with artificial intelligence and machine learning is a bonus
  • Ability to adapt and work efficiently in a rapidly changing environment; willingness to be an active participant in a team environment and ability to manage multiple simultaneous projects
  • Excellent customer relationship skills; ability to grow and retain accounts, build relationships and quickly spot and communicate potential risks and issues
  • Ability to identify organizational structure and confidence to target and build new relationships
  • Excellent verbal and written communication skills; proven ability to describe business concepts and benefits throughout a multi-tiered organization; proficiency in creating and delivering effective presentations to internal and external customers
  • This position requires up to 15% travel
  • English-speaking proficiency is required; bilingual skills a plus
  • Proficiency using Microsoft Office (Powerpoint, Word, Excel, Outlook), Salesforce, and  Gainsight preferred

 

About

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 Service℠ so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty.

 

 

 

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.

Covid-19

Safety for our employees and our communities is a key priority for Genesys. We continue to experience rapid growth during the Covid-19 pandemic and are conducting remote hiring and onboarding processes. All hiring and onboarding processes are being conducted remotely at this time. We utilize Zoom video meetings and phone calls during the interview process. We will be working remotely through at least December 31, 2021, in most locations, and we are re-evaluating the opening date of all the Genesys offices on an ongoing basis. 


About Genesys:

Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. 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, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

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