Principal Customer Success Manager
hace 6 días
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
- COPC certification is a plus.
- Bachelor's degree in a technology- or business-related field.
- Experience with CRM tools like Salesforce and Gainsight.
- Excellent communication, relationship-building, and presentation skills.
- Proven ability to manage multiple tasks and priorities in a fast-paced, dynamic environment.
Preferred Skills:
- Analytical mindset to translate data insights into business impacts.
- Ability to think strategically and identify long-term solutions for customers.
About Genesys:
Genesys empowers more than 8,000 organizations in over 100 countries 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, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.
Reasonable Accommodations:
If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to HR@genesys.com. You can expect a response from someone within 24-48 hours.
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 and veteran status, and other protected characteristics.
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