Sr. Customer Success Manager

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Position Purpose

The goal of thisGenesys Customer Success Manager(CSM) roleis to establish a life-long relationship between Genesys and Genesys' customersin the Enterprise segmentby advising and equipping them to achieve theircustomer experience(CX)vision.

Key Responsibilities

CSMs are the customer's advocate and champion throughouttheirjourneywith Genesys. Theyare highly consultative, demonstrate thought leadership, andrecommend,orchestrate, and ensure adoption ofthe rightstrategies, products, andservicesto help customers rapidly realize their business outcomes.They work closely with related functions in Genesys to ensure customeronboarding,retention,and revenue growth.

Responsibilities / Job Duties

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

• Manage a portfolio ofenterprisecustomersserving as their primary business point of contactwith high-touch engagementthroughout their CX journey
• Understand customers' business value drivers, success criteria, and KPIs to develop Customer Success Plans (actionable blueprints by which the Genesys Customer Success Manger and customers can achieve mutual success)
• Prescribethe adoption and use of product features/functionality and services to the achievement of key customer business outcomes
• Establish a regular cadence of Executive Business Reviewswith the customertotrack progress towards their statedbusinessobjectives
• Track and monitor adoption and facilitate renewal within assigned accounts. Put plans in place to avoid downsells or non-renewal
• Drive customerreferenceabilityand continuous improvement of customer advocacy measures (e.g., Net Promoter Score)
• Proactively identify potential business leads for further Genesys business opportunities to support account growth, upsell and expansion
• Prepare and deliverterritory planstodefine account strategies and align resources
• Team with and establish shared accountability with adjacent functions in key points of the customer journey including, but not limited to:1) Onboarding Specialists to ensure new customers are systematically introduced into Genesys and begin to realize value as rapidly as possible, 2) Professional Services to ensure that implementations progress smoothly togo-live, 3) Renewal Managersto drive strong forecasting and renewal practices that deliver high retention rates and growth of recurring revenue, 4) Sales to identify cross-sell/up-sell opportunities and drive incremental bookings

Required Qualifications

• 5+years of experience inatechnology-related field, including consulting and enterprise account management
• Bachelor's Degreein a technology- or business-related field
• Successful sales track record within a SaaS organization
• Extremely strong customer-facing skills, including ability to present to C-level and build relationships
• Ability to manage/multi-task multiple actions across assigned customer base
• Ability to thrive in a dynamic, competitive environment
• Proactive mindset with strong conscientious follow-through
• Excellent interpersonal, and presentation skills - both written and verbal
• Positiveattitude, conscientious follow-through, and high willingness to learn
• Leadership and communicationprofilethat unifies, influences,and inspires cross-functional teams to meet the changing needs of customers
• Experience with productivity tools including PowerPoint/Excel/Word,CRM toolssuch asSalesforce and Gainsight, and on-line communities and social media platforms
• Preferred experience with CCaaS technology, platforms, partners, terms, business practices, KPIs, and features. Bonus if Genesys-specific
• Travel<30%

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate's experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.

Benefits:

• Medical, Dental, and Vision Insurance.

• Telehealth coverage

• Flexible work schedules and work from home opportunities

• Development and career growth opportunities

• Open Time Off in addition to 10 paid holidays

• 401(k) matching program

• Adoption Assistance

• Fertility treatments

More details about our company benefits can be found at the following link:

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Every year, Genesys orchestrates billions of 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

Reasonable Accommodations:

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Genesys is an equal opportunity employer committed to equity 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 andveteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.