Principal Customer Success Manager

hace 4 semanas

Bogotá, Bogotá D.E., Colombia Genesys A tiempo completo

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

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.

Job Description: Senior Customer Success Manager (CSM)

Location: Colombia

Department: Customer Success

Reports to: Senior Manager, Customer Success

Position Overview:

The Principal Customer Success Manager (CSM) is a strategic partner for Genesys' strategic and Mid-Market customers, specializing in banking accounts . The role focuses on building long-term relationships, driving product adoption and utilization, ensuring customers achieve their CX vision. The CSM will leverage deep industry knowledge, specifically in banking , to deliver value and outcomes while managing customer success across the customer lifecycle.

Key Responsibilities:

  • Manage a portfolio of customers serving as their primary business point of contact throughout their CX journey.
  • Understand customers' business value drivers, success criteria, and KPIs to develop Customer Success Plans (actionable blueprints by which the Genesys Advisor and customers can achieve mutual success).
  • Link and prescribe the adoption and use of product features/functionality and services to the achievement of key customer business outcomes.
  • Handle escalations and coordinate across other functional areas to ensure customer needs are met.
  • Establish a regular cadence of Executive Business Reviews with the customer to track progress towards their stated business objectives.
  • Drive customer reference-ability and continuous improvement of customer advocacy measures (e.g., Net Promoter Score).
  • Prepare and deliver territory plans to define account strategies and align resources.
  • Team and establish shared accountability with adjacent functions in key points of the customer journey including, but not limited to:
    • Onboarding Specialists to ensure new customers are systematically introduced into Genesys and begin to realize value as rapidly as possible.
    • Professional Services to ensure that implementations progress smoothly to go-live.
    • Renewal Managers to drive strong forecasting and renewal practices that deliver high retention rates and growth of recurring revenue.
    • Sales to identify cross-sell/up-sell opportunities and drive incremental bookings.

Required Qualifications:

  • 10+ years in technology-related role, with a strong background in the banking sector.
  • Deep understanding of customer experience (CX) in banking environments.
  • Familiarity with Genesys and call center solutions is a plus.
  • Familiarity with CX (industry and technology) to drive consultative approach to customer interactions.
  • Travel

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