Sr. Manager, Partner Success, LATAM

210000E7 Requisition #

Company Information

Genesys powers more than 25 billion of the world’s best customer experiences every year. And top-industry analysts agree: Genesys is the only leader in both cloud and on-premises customer experience solutions. Great customer experience drives great business outcomes. More than 11,000 companies in over 100 countries trust Genesys. That’s how we became the industry’s #1 customer experience platform. Helping companies deliver seamless omnichannel customer journeys and build lasting relationships is what we do. From marketing, to sales, to service—make every moment count.


Position Purpose

The Sr. Manager, Partner Success Management Latin America is a duel role;  Partner with a select number of Genesys partners to deliver predictable outcomes and predictable growth for their end customers success utilizing proven methodologies, leveraging Genesys resources, processes and tools.   In addition the Sr. Manager will be responsible for building a team of partner advocates by building, training, developing, and managing a team of successful Partner Success Managers at Genesys. 


The Sr. Manager 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. 


Key Responsibilities


  • Manage a portfolio of (2-3) Latin American partners serving as a primary business point of contact and working to ensure the business success of those partners.
    • Understand the partner’s business objectives with Genesys in order to develop a Partner Development Plan (actionable blueprints by which the partner will achieve success and business outcomes).
    • Establish shared accountability with adjacent functions within Genesys to assist the partner at key points in their customer(s) relationship in the area of  Onboarding, Renewals, Successful achievement of partner KPI’s etc.


  • Manage a team of  Partner Success Managers serving as the key business point of accountability of a portfolio of partners working to ensure the business success of those partners and their end customers.


  • Build out the team by successfully hiring and onboarding new colleagues that best represent the skills, qualities, and values of successful Partner Success Managers


  • Develop and lead the team with a heavy focus on developing each individual colleague to their fullest potential


  • Lead the ongoing development of the team’s Partner Success Plans (actionable blueprints by which the Partner Success Manager and the partner will achieve mutual success and drive outcomes) for their portfolio of partners.


  • Establish best practices within your team around the onboarding of new partners, renewal practices and forecasting to deliver high retention rates and growth of recurring revenue, achievement of partner KPIs, and identifying cross-sell/up-sell opportunities and collaborate with Sales to drive incremental bookings.



Required Qualifications


  • 5+ years customer facing account management, ideally with partners & channel relationships, experience in technology or a software enterprise. 
  • 3+ years of managing and a leading a team of professionals 
  • Demonstrated ability to effectively communicate, coach and motivate a team in order drive business results.
  • Ability to thrive in a complex cross-functional environment. 
  • Deep familiarity with all things CX (industry and technology)
  • Natural curiosity that drives meaningful, consultative discussions. 
  • Strong team player, self-starter, and 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, SFDC, Gainsight.  
  • Willingness to travel ~30-40%
  • Master’s Degree (MBA preferred)
  • Fluent in Spanish, Portuguese and English is preferred




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 June 30, 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® 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. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit


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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