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.
We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. Join the team and create the future of customer experience together.
Position Purpose
The goal of this Genesys Customer Success Manager (CSM) role is to establish a life-long relationship between Genesys and its customers in the Enterprise segment by advising and equipping them to achieve their customer experience (CX) vision.
Key Responsibilities
CSMs are the customer's advocate and champion throughout their journey with Genesys. They are highly consultative, demonstrate thought leadership, and ensure adoption of the right strategies, products, and services to help customers rapidly realize their business outcomes. They work closely with related functions in Genesys to ensure customer onboarding, retention, and revenue growth.
Responsibilities / Job Duties
In this role, the primary responsibilities will include (but are not limited to):
- Manage a portfolio of enterprise customers serving as their primary business point of contact with high-touch engagement throughout their CX journey.
- Understand customers' business value drivers, success criteria, and KPIs to develop Customer Success Plans.
- Prescribe the adoption and use of product features and services to achieve key customer business outcomes.
- Establish a regular cadence of Executive Business Reviews with the customer to track progress towards their stated business objectives.
- Track and monitor adoption and facilitate renewal within assigned accounts.
- Drive customer referenceability and continuous improvement of customer advocacy measures.
- Proactively identify potential business leads for further Genesys business opportunities.
- Prepare and deliver territory plans to define account strategies and align resources.
- Team with and establish shared accountability with adjacent functions in key points of the customer journey.
Required Qualifications
- 5+ years of experience in a technology-related field, including consulting and enterprise account management.
- Bachelor's Degree in 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.
- Positive attitude and high willingness to learn.
- Experience with productivity tools including PowerPoint, Excel, Word, and CRM tools such as Salesforce and Gainsight.
- Preferred experience with CCaaS technology, platforms, partners, terms, business practices, KPIs, and features.
- 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.
$87,750.00 - $172,250.00
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.
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.
Reasonable Accommodations:
If you require a reasonable accommodation to complete any part of the application process, you may reach out to
Genesys is an equal opportunity employer committed to equity in the workplace.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
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