Customer Success Manager

hace 2 semanas

Bogota, Colombia Genesys A tiempo completo

Build something new with a world-class team.

At Genesys, we allow our employees to make their mark by entrusting them to make decisions and do what they’ve been hired to do: their very best. Your potential is waiting; why are you?

Position Purpose:
The goal of this CSM role is to establish a life-long relationship between Genesys and Genesys’ customers in the Commercial and Mid-Market segment by advising and equipping them to achieve their customer experience (CX) vision.

Key Responsibilities:
They are the customer’s advocate and champion throughout their journey with Genesys. They recommend, orchestrate, 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 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.
- 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:

- 5+ years’ experience in a technology-related field.
- Bachelor’s Degree in a technology
- or business-related field.
- Familiarity with CX (industry and technology) to drive consultative approach to customer interactions.
- Previous experience with Genesys is a plus.
- COPS certification is a plus.
- Strong ability to build relationships and proactive engagement using digital touch capabilities.
- Ability to manage/multi-task multiple actions across assigned customer base.
- Ability to thrive in a dynamic environment.
- Excellent interpersonal, presentation skills - both written and verbal.
- Positive attitude and high willingness to learn.
- Leadership profile that unifies, influences, and inspires cross-functional teams to meet the changing needs of customers.
- Experience with productivity tools including PowerPoint/Excel/Word, CRM tools such as Salesforce and Gainsight, and on-line communities and social media platforms.
- Travel

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