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Customer Success Strategist
hace 2 meses
Job Title: Senior Customer Success Manager
About the Role:
As a Senior Customer Success Manager at Genesys, you will play a critical role in driving business outcomes for our enterprise customers. You will be responsible for managing a portfolio of customers, serving as their primary business point of contact, and working closely with related functions to ensure customer onboarding, retention, and revenue growth. Key Responsibilities:
- Customer Success Planning: Develop Customer Success Plans to help customers rapidly realize their business outcomes. Understand customers' business value drivers, success criteria, and KPIs to create actionable blueprints for success.
- Account Management: Manage a portfolio of enterprise customers, providing high-touch engagement throughout their CX journey. Prescribe the adoption and use of product features and services to achieve key customer business outcomes.
- Executive Business Reviews: Establish a regular cadence of Executive Business Reviews with customers to track progress towards their stated business objectives. Identify potential business leads for further Genesys business opportunities to support account growth, upsell, and expansion.
- Team Collaboration: Collaborate with adjacent functions, including Onboarding Specialists, Professional Services, Renewal Managers, and Sales, to ensure seamless customer experiences and drive business growth.
- Leadership and Communication: Demonstrate strong leadership and communication skills, influencing and inspiring cross-functional teams to meet the changing needs of customers.
- 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.
- Preferred Qualifications: Experience with CCaaS technology, platforms, partners, terms, business practices, KPIs, and features. Bonus if Genesys-specific.
About Genesys:
Genesys empowers organizations 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.
What We Offer:
At Genesys, we offer a dynamic and competitive environment where you can grow your skills and career. We are committed to diversity, equity, and inclusion, and we strive to create a workplace that is welcoming and inclusive for all employees. If you are passionate about delivering exceptional customer experiences and driving business growth, we encourage you to apply for this exciting opportunity.
